AVP of Professional Services

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.
 

Job Description

The AVP of Professional Services, will be responsible for the strategic and operational elements of our technical delivery teams.  Developing our strategy to grow the organization and building upon its operational excellence while aligning to the enterprise roadmap and go to market approach. Provides the first-level of supervision to a staff of Professional Services and oversees their activities to assure that the company and customers are provided the best technical delivery support and expertise. Provides support and coaching to staff to meet customer’s current and emerging communication needs. Supports sales acquisition of new customers, and helps increase account penetration into the existing customer base by supporting the team to deliver innovative and creative technical design, and represent the company solutions to prospects. Influences process and product improvement initiatives by removing barriers and modifying or enhancing current processes.

Essential Functions

• Team Leadership & Development:

  • Build and lead high-performing teams, hiring and retaining top talent in appropriate roles.

  • Manage team goals, delegate work effectively, hold reports accountable, and empower direct reports to make decisions.

  • Cultivate a culture of inclusivity, customer centricity, teamwork, and collaboration.

  • Develop and empower direct reports to make decisions and take action.

• Strategic Planning & Direction:

  • Develop and implement long-term product strategies related to Contact Center services.

  • Provide strategic direction for Contact Center service offerings and packages globally.

  • Contribute to the development of a growth strategy for the Professional Services team in the global market.

  • Collaborate with sales leadership on strategic international expansion plans.

• Operational Management:

  • Manage operational aspects of Professional Services, including Contact Center delivery teams.

  • Ensure high-quality technical sales support and expertise for Contact Center solutions.

  • Lead the implementation of Professional Services Automation (PSA).

  • Support the establishment of global Training Services & Technical Enablement.

• Technical Expertise & Solution Delivery:

  • Provide expert-level knowledge in UCaaS and CCaaS, including IVR systems, email integrations, API integrations with CRM, and call flow design.

  • Understand Contact Center reporting, analytics, Quality Management, and Workforce Management solutions.

  • Provide technical guidance to PS Project Managers, Engineers, and customers.

  • Oversee the planning, design, and implementation of Contact Center projects, including Business Requirements Documents (BRDs).

• Customer & Stakeholder Engagement:

  • Act as an escalation point for critical Contact Center issues.

  • Demonstrate impeccable client service and foster a customer-centric culture, embracing CSAT & NPS metrics.

  • Partner with account teams to ensure data accuracy in the sales funnel.

  • Work cross-functionally to ensure enterprise alignment, providing input on products, customer feedback, and competitive insights.

• Financial & Business Management: