RCCC Technical Account Manager

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.

To succeed in this role you must have experience in:

• 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 customer experience solutions in a SaaS/CCaaS 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

Desired Qualifications:

• Minimum 7+ years relevant Account Management work experience, preferably in the telecommunications or contact center technology 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 contact center technology, including omnichannel routing, workforce management, quality management, analytics, and reporting systems

• 5+ Experience working with RingCentral Contact Center products

• Experience building and configuring contact center solutions

• Strong and practical customer communication skills

• Experience working with Salesforce.com

• Strong analytical skills with the abilit