Lead Technical Account Manager

RingCentral•Dallas, TX

About The Position

Say hello to opportunities. It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re 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. It’s 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. This is where you and your skills come in. We’re currently looking for: At RingCentral, our customers are at the heart of everything we do and delivering great customer service and experiences are at the center of every business initiative we drive. Our customers are at the heart of everything we do and building strong, long-lasting relationships is the key to our success. As a Technical Account Manager, you should be passionate about building strong, long-lasting relationships. You will also need to possess a strong desire to develop an in depth understanding of the customer’s infrastructure, their systems, and the environment to ensure they are optimized for best performance with their RingCentral services. You will be a trusted technical advisor and must possess strong verbal and written communication skills.

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
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
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+ Experience working with inContact products
Experience building and adjusting RingCX products
Strong and practical customer communication skills
Experience working with Salesforce.com
Strong analytical skills with the ability to identify, analyze, interpret, and solve both practical and highly complex problems
Excellent computer skills, including extensive spreadsheet knowledge and word processing. Windows-based software and Excel are required.
Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred
High level of empathy; excellent soft skills and customer service best practices
Ability to pick up and retain a wide breadth of knowledge
Consistent follow-through and ability to meet deadlines
Exceptional prioritization skills
Agility and adaptability; ability to handle a fast-changing landscape and think on your feet
Self-motivation and ability to drive projects to completion
Ability to maintain confidentiality and professionalism
Driven by personal, team, and company achievement with a commitment to excellence
Rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality
Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
Experience and comfort interacting with and influencing C-level executives
Strong written and verbal communication skills with understanding of situational best practices
Excellent presentation skills for small to large audiences
Ability to lead, manage, or influence both internal RingCentral resources and customer resources to achieve successful outcomes
Knowledge of advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) preferred
Strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, Unified Communications, and Contact Centre practices
Experience in supporting global customers in multiple geographies
Expertise in developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients' needs is imperative
Strategic thinking ability; understanding of the 'big picture' ability to think quickly and adeptly while solving complex problems

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
Using Windows or similar software, including Excel, PowerPoint, and Word
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

Benefits

Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
Voluntary supplemental health coverage and life insurance
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) 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 1:1 coaching, perks and discounts program