Technical Account Manager at RingCentral

Bulgaria

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Unified Communications, Contact Center, TechnologyIndustries

Requirements

Minimum 7+ years relevant Account Management work experience, preferably in the telecommunications or technical industry
College graduate: Bachelor's or associate degree in Business, Communication, or related field
7 to 10 years of experience in VoIP technology, including SIP, RTP, quality of service, CoS, codecs, and network troubleshooting and terminology, including LAN/WAN, routers, firewalls, switches, PBX deployment, TCP/IP, DNS, etc
5+ years experience working with inContact products
Strong customer service and interpersonal skills for dealing with different types of customers
Time management and multitasking skills to handle multiple tasks and customers at once
Ability to build rapport and collaborate with others within the company and externally
Proficiency using Windows or similar software, including Excel, PowerPoint, and Word
On-site presence at the office 4 days a week

Responsibilities

Managing customer expectations and experience to deliver high customer satisfaction and increase retention
Communicating effectively with key leaders, including C-level executives, to listen and understand the business needs of the customer
Seeing the bigger picture and proactively recommending new solutions or communicating changes to existing services that will impact the customer to help them meet their business needs
Recommending network hardware, software, and platform-specific design elements
Collaborating with internal departments to facilitate customer need fulfillment
Maintaining updated knowledge of company products and services
Managing multiple tasks and accounts, staying organized, and providing proactive service to customers
Adapting to the pace of change and constant growth in the business, marketplace, and community as a whole
Handling multiple actions across multiple customers simultaneously with little to no oversight or direction
Assessing solution specifications in light of customer requirements and recommending solution designs and changes that optimize value for both the customer and RingCentral
Running projects that contain unified communication, contact center, and RingCX in a SaaS/UCaaS environment
Managing multiple projects without losing effectiveness
Balancing project management with daily work responsibilities, including time tracking, project status updates, and closure activities
Becoming a personal driver of RingCentral initiatives, current and future
Reporting daily, weekly, and monthly on activity status
Project management - quarterbacking internal and external initiatives
Developing strong customer relationships and serving as RingCentral's trusted partner
Ensuring customer satisfaction by addressing technical demands, acting as a sales liaison, and including partners to better support premium RingCentral customers
Partnering cross-functionally with professional services, sales, and marketing departments to create customer success that drives positive customer satisfaction and account growth