Senior Client Relationship Manager

Are you looking for a new challenge in your career?

This is an opportunity to work with some of the most valued and high-profile customers, as a Customer Success Manager.

You will serve as the direct support function and be the point person for our larger customers. You will interface and orchestrate internal efforts with acquisition, implementation, technical support, etc.

You will be positioned as a subject matter expert and all-around resource for servicing client's needs.

Key responsibilities include:

• Develop strong customer relationships

• Drive adoption across multiple product technology stacks 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 include:

• 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

• 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

• BS or equivalent education and relevant experience

We offer a comprehensive benefits package including:

• Medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• Voluntary supplemental health coverage and life insurance

• 401K match and ESPP

• Paid time off and paid sick leave

• Paid parental and pregnancy leave

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• Employee Assistance Program (EAP) with counseling sessions available 24/7

• Free legal services that provide legal advice, document creation and estate planning

• Employee bonus referral program

• Student loan refinancing assistance

• Employee 1:1 coaching, perks and discounts program

This role requires a unique blend of technical expertise, sales acumen, and customer-centric mentality. If you are driven by personal and team achievement, possess excellent communication and presentation skills, and are able to lead and influence others to achieve successful outcomes, then this may be the perfect opportunity for you.