Customer Success Manager

Say hello to possibilities.

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 the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. 

This is where you and your skills come in. We’re currently looking for:  The Customer Success Manager 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. 

To succeed in this role you must meet the following requirements:

• 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.
• Manage Adoption Campaigns through regular updates of campaign objective in SFDC.
• 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.

Must Haves:

• 3 to 7 years plus of direct and verifiable enterprise-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.
• 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

What we offer:  

• 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

RingCentral’s Global Service and Support team leads