Customer Success Manager

RingCentral is a leading provider of business cloud communications and contact center solutions. They are seeking a Customer Success Manager to serve as the direct support function for high-profile customers, ensuring customer satisfaction and driving adoption of their technology stack.

Responsibilities:

• 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 manner
• 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 relationships 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

Requirements:

• 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
• BS or equivalent education and relevant experience
• 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