Customer Success Management Supervisor

5 days ago

Manila, National Capital Region, Philippines RingCentral Full time

Customer Success Management Supervisor page is loaded

Customer Success Management Supervisor

Apply locations Manila, Philippines time type Full time posted on Posted 30+ Days Ago job requisition id R074827

Say hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).

It's not everyday that you consider starting a new career. We're Acquire BPO, and we're happy that someone as talented as you is considering this role. First, a little about our client: RingCentral is 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. They invest more than $250 million annually to ensure their AI-enabled technology and platforms meet or exceed the needs of customers.

RingSense AI is RingCentral's proprietary AI solution. It's designed to fit the business needs of customers, orchestrated to be accurate and precise, and built on the same open platform principles that RingCentral applies to their core software solutions.

This is where you and your skills come in. We're currently looking for a Customer Success Management Supervisor

The Customer Success Management Supervisor's primary responsibility is to lead, engage, coach and support a team of Customer Success Specialists that respond to customer inquiries.

To succeed in this role, you must have experience in:

  • Customer Success. Drive value for RingCentral's customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand our customers' objectives and deliver value-based solutions, and determining how to define, drive, and demonstrate ROI delivered.

  • Collaboration. Drive alignment with internal teams including Renewals and Sales Managers and Expansion teams by aligning with R&E on renewal and up-sell strategy and focusing on selling with a retention focus.

  • Team Management. Recruit, mentor, and inspire a world-class team by setting expectations, giving feedback, conducting interviews, creating a customer-first culture. Drive operational excellence by continuously tracking and communicating metrics to the team to promote transparency, drive behaviors, and report on metrics.

Desired Qualifications:

  • Educational Attainment. BA/BS degree or equivalent work experience, MBA preferred.

  • Account Management SME. 5+ years of customer or account management experience including 2+ years managing high-performing Customer Success teams at a SaaS or telecommunications company.

  • Recruitment and Training. Experience in hiring, mentoring and growing a team of Customer Success Managers.

  • Working Smart. Proven experience driving adoption and leveraging customer success best practices.

  • Strategic and Analytic. Demonstrated ability to develop strategies to address business metrics, translate them into initiatives and track successful delivery.

  • Effective communication. Possesses executive presence with communication that drives results and motivates the team.

  • Adaptability. Thrives in ambiguity as part of a growing and expanding team.

  • Cross-functional. Demonstrated ability to effectively collaborate across organizational boundaries.

  • Stakeholder Management. Experience successfully working with senior (C-level) executives.

  • Incident Management. Experience effectively addressing escalated client issues with speed and urgency.

  • Night Shift: Willing to work on night shift and/or shifting schedules (US Hours).

  • Work set-up: Willing to work on a hybrid setup (10-11 days in office per month, Cubao or Ortigas).

What we offer:

  • Comprehensive HMO package (medical and dental).

  • Paid time off and paid sick leave.

  • Quarterly Performance Bonus.

  • Employee Assistance and Wellness Programs.

About RingCentral/Acquire BPO

RingCentral, Inc. is a US-based company engaged as a global provider of cloud-unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia's largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Acquire BPO is an equal-opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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