Enterprise Customer Retention Specialist

As a Customer Success Specialist II, you will play a vital role in ensuring the satisfaction and retention of clients through proactive engagement and effective problem-solving. Your primary responsibility will be to provide comprehensive support to stakeholders in managing and nurturing customer relationships.

• Develop and maintain strong relationships with stakeholders to address customer concerns promptly and effectively.

• Provide inbound retention support and reactive account management services to mitigate customer churn and foster loyalty.

• Act as an account champion by proactively engaging clients through outbound communication and management efforts.

• Gather customer feedback, share valuable insights with internal teams, and collaborate on improvement initiatives.

• Work with CSMs to address a variety of account-related inquiries, including contract details, device returns, and shipping concerns.

• Facilitate and coordinate financial responsibilities, such as processing refunds, managing tax exemption requests, and evaluating credit limit increases.

• Assist with account renewals by preparing comprehensive pricing sheets outlining current entitlements, billing information, and potential upsell opportunities.

• Review, audit, and advise on churn and downsell situations, ensuring all necessary information is accurate and complete before submitting for approval.

• Continuously enhance customer relationships by building trust, addressing their unique needs, and actively seeking opportunities to exceed expectations.

• Monitor customer health scores, identify potential risks, and develop tailored strategies to promote account growth and improve customer satisfaction.

• Maintain accurate and up-to-date customer records in the CRM system to ensure seamless communication and handoffs between internal teams.

• Stay informed about industry trends, product updates, and competitive landscapes to offer valuable insights and recommendations to customers.

• Participate in ongoing training and development opportunities to enhance your skills and contribute to the growth of the Customer Success team.

To excel in this role, you should possess the following skills and qualifications:

• At least 3 years of direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company.

• Proven experience building strong customer relationships with IT and business executive stakeholders and efficiently communicating internal and external voices.

• Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers.

• Strong skills in verbal and written communications, strategic planning, and project management with the ability to adapt conversations for technical and non-technical audiences.

• Knowledge and experience with Salesforce.

We offer a comprehensive benefits package, including:

• A comprehensive HMO package (medical and dental)

• Personal Time Off Leaves

• Quarterly Performance Bonus

• Employee Assistance and Wellness Programs

RingCentral's work culture is built around collaboration, innovation, and mutual respect. We strive to create a workplace that is inclusive, supportive, and fosters continuous learning and growth.

Our values include a commitment to excellence, teamwork, and customer satisfaction. We believe that our employees are our greatest asset, and we invest in their growth and development to ensure they have the skills and knowledge needed to succeed in their roles.