Customer Success Manager
About The Position
The Customer Success Manage r serves as the direct support function to some of RingCentral's 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 and will interface and orchestrate internal efforts with acquisition, implementation, technical support, etc. You will be positioned as a subject matter expert and all-around resource for servicing client's needs. RingCentral's Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means. RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now. About RingCentral RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world. RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.
Requirements
- 3 to 7 years plus of direct and verifiable major accounts-level customer success experience.
- Proven track record of success with a verifiable history of exceeding customer satisfaction and adoption goals.
- Driven by personal, team and company achievement with a commitment to excellence.
- Possess that rare 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 understanding of situational best practices.
- Excellent presentation skills - from small to large audiences.
- Ability to lead, manage or influence both internal RingCentral resources as well as customer resources to achieve successful outcomes.
Nice To Haves
- Experience with VoIP technology, Contact Center technology and terminology including SIP, RTP, QoS, COS, and codecs preferred.
- Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) preferred.
- BS or equivalent education and relevant experience
Responsibilities
- Develop strong customer relationships and serve in the role of RingCentral trusted partner.
- Proactively drive adoption across RingCentral's multiple product technology stack to ensure customers are maximizing ROI.
- Ensure customer satisfaction: facilitate QBRs, execute on mutual success plans, address technical demands, engage appropriate resources to ensure issues are being handled and escalated in a timely matter.
- Mitigate churn risk and protect portfolio MRR growth.
- Maintain and grow monthly recurring revenue for RingCentral's most valued customers.
- Project Management - quarterback internal and external initiatives.
- Act as sales liaison, build internal relationships to help drive growth expansion inside of the account, manage partner relationship to better support premium RingCentral customers.
- Partner cross-functionally with support, professional services, sales and marketing segments to create customer success that drives positive customer satisfaction and account growth.
- Execute and build out an Adoption strategy through consistent weekly, bi-weekly or quarterly business reviews to have a proactive approach with the account base.
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
- 401K match and ESPP
- Paid time off and paid sick leave
- Wellness programs including 1:1 coaching and meditation guidance
- Paid parental and pregnancy leave and new parent gift boxes
- Family-forming benefits (IVF, Preservation, Adoption etc.)
- Emergency backup care (Child/Adult/Pets)
- Parental support for children with developmental and learning disabilities
- Pet insurance
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Free legal services that provide legal advice, document creation and estate planning
- Employee bonus referral program
- Student loan refinancing assistance
- Employee perks and discounts program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
