Renewals Customer Success Manager

Employment Type: Full-time

Position Overview

RingCentral is seeking a talented Renewals Customer Success Manager to serve as a direct support function for some of our most valued and high-profile customers. As a critical piece of our land and expand efforts, you will be a point person for our larger customers, interfacing and orchestrating internal efforts with acquisition, implementation, and technical support teams. You will be positioned as a subject matter expert and all-around resource for servicing client needs.

Responsibilities

• Maintain and grow monthly recurring revenue for RingCentral's most valued customers.
• Project Management: quarterbacking internal and external initiatives.
• Develop strong customer relationships and serve as a trusted RingCentral partner.
• Ensure customer satisfaction by addressing technical demands, acting as a sales liaison, and including partners to better support premium RingCentral customers.
• Partner cross-functionally with support, professional services, sales, and marketing departments to create customer success that drives positive customer satisfaction and account growth.
• Drive and lead the renewals process in collaboration with the account team to preserve and improve customer contracts and relationships.
• Discover and identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth.
• Communicate risk clearly and take the lead in developing resolution strategies, escalating wherever appropriate.

Requirements

• 1+ years of direct and verifiable enterprise-level customer success experience.
• Proven track record of success with a verifiable history of exceeding sales and customer satisfaction goals.
• Driven by personal, team, and company achievement with a commitment to excellence.
• Possess a blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality.
• Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness.
• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues.
• Experience and comfort interacting with and influencing C-level executives.
• Strong communication skills – written and verbal – with an understanding of situational best practices.
• Excellent presentation skills – from small to large audiences.
• Ability to lead, manage, or influence both internal RingCentral resources and customer resources to achieve successful outcomes.
• Experience with VoIP technology and terminology including SIP, RTP, QoS, COS, and codecs is preferred.
• Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) is preferred.
• BS or equivalent education and relevant experience.

About RingCentral

RingCentral is a $2 Billion annual revenue company with double-digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center, and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. RingSense AI is our proprietary AI solution, designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

What We Offer

• Comprehensive medical, dental, vision, disability, and life insurance.
• Health Savings Account (HSA), Flexible Spending Account (FSAs), and Commuter benefits.
• 401K match and ESPP.
• Paid time off and paid sick leave.
• Paid parental and pregnancy leave.
• Family-forming benefits (IVF, Preservation, Adoption, etc.).
• Emergency backup care (Child/Adult/Pets).
• Employee Assistance Program (EAP).