Director, Account Management
RingCentral•Remote Pennsylvania, PA
•$180,950 - $283,500•Remote
About The Position
RingCentral is seeking a strategic, high-energy Director of Account Management to lead and scale its account management function. This role is responsible for driving world-class service on behalf of partners, acting as a bridge between internal strategy and external partners. The mission is to ensure the team meets retention targets and identifies growth opportunities within the existing customer base.
Requirements
- 8+ years in Account Management or Customer Success, with at least 2-5 years in a leadership role.
- Systems thinker; enjoys building processes that allow others to succeed at scale.
- Strong communication skills with the ability to influence people and deliver firm but constructive feedback.
- Comfortable in Salesforce (or similar CRM) and Excel, using data to tell a story and justify resource allocation.
- Ability to manage complex workflows across different time zones and cultures.
- Ability to build fireproofing for tomorrow, not just fix today's fires.
- Adaptability to pivot without losing momentum in a fast-paced environment.
Responsibilities
- Manage KPIs including Churn, CSAT, and response SLAs.
- Design and implement the "gold standard" for account management workflows, creating scripts, email cadences, and escalation paths for the outsourced team.
- Conduct regular business reviews and "deep dives" into account health.
- Provide direct feedback to partner team leads to ensure the quality of communication meets brand standards.
- Oversee the identification of upsell and cross-sell opportunities and ensure a seamless handoff to internal teams when necessary.
- Monitor account health reporting to predict churn risks and turn data into actionable insights.
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
- Paid parental and pregnancy leave and new parent gift boxes
- Family-forming benefits (IVF, Preservation, Adoption etc.)
- Emergency backup care (Child/Adult/Pets)
- 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
Director
Education Level
No Education Listed
