Up Market Customer Success Director

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 an Up Market Customer Success Director
A key leader to help build, scale, and manage the Up Market Success Team. In this role, you will be responsible for driving the key actions for success tying actions to results across CSM, Sales, IT, Product, Legal, Finance, and other key stakeholders. You will team closely with the Up Market leaders to operationalize strategic projects. You will thoroughly assess, analyze and evaluate business requirements and team needs. You will work directly with internal and external stakeholders on critical business projects and develop comprehensive project plans with a solid business justification to support the prioritization and follow through to execution.
The ideal hire possesses a unique blend of business and technology acumen, big picture vision, and the drive to make that vision a reality. This individual will be a strong and innovative leader, able to lead cross-functional teams to complete sub-projects, with a strong understanding of priority setting, risk identification, prioritization and risk mitigation actions. The ability to manage through requirement evolution aligned with new insights and changing business demands is essential as we establish the Manila Up Market Success Team.
A strong organizational skill is imperative to prioritize strategic sub-projects while implementing key operational activities such as onboarding/offboarding, accruals, and analysis of weekly business reports driving smooth business operations.
Key Responsibilities*

• Support the Up Market Leadership Team to build a world-class organization
• Apply Program Management best practices and technology to manage and lead cross-functional strategic initiatives.
• Partner with business stakeholders to understand, analyze, refine, prioritize, and communicate business needs to ensure that the assigned team fully understands the project scope, objectives, and requirements.
• Create a formal network and act as the liaison between business stakeholders, users, and adjacent teams.
• Monitor cross-functional projects by identifying project milestones, tracking activity, resolving problems, publishing progress reports, and recommending actions.
• Synthesize data into useful structured formats and bring actionable insights.
• Understand and communicate the financial and operational impact of any changes.
• Demonstrate problem solving and analysis skills, combined with excellent business judgment and communication skills.
• Collaborate with the business to ensure business readiness and transfer knowledge for any new process / system.
• Communicate complex projects to audiences that include Customer Success executives, Enablement team, Marketing, Post Sales operations, and cross functional leadership.
• Drive continuous improvement of Customer Success experience with supporting processes encompassing Adoption Campaigns, Daily Operational artifacts and tools, Renewal Process, and Forecasting driving productivity and making recommendations to support an organization scaling at a rapid pace.
• Implement operational activities such as onboarding/offboarding and accrual tie off donating to a smooth growth of the team throughout the customer journey.

To succeed in this role you must have the following:

• 15+ years of customer or account management experience including 5+ years managing high-performing Customer Success teams at a SaaS or telecommunications company.
• Experience in hiring, mentoring and growing a team of Customer Success Managers and Leaders.
• BA/BS degree or equivalent work experience, MBA preferred

Desired Qualifications:

• Team Management. Experience in hiring, mentoring and growing a team of Customer Success Managers.

• Expertise on Customer Success. Proven experience driving adoption and leveraging customer success best practices.

• Sales Force

• Gainsight - or similar Customer Success Tools

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

• Executive Leadership Skills. Possesses executive presence with communication that drives results and motivates the team.Experience successfully working with senior (C-level) executives.
• Collaboration and Communication Skills. Demonstrated ability to effectively collaborate across organizational boundaries. Thrives in ambiguity as part of a growing and expanding team.
• Solution Oriented. Experience effectively addressing escalated client issues with speed and urgency.
• Willing to work on night shift
• Willing to work on hybrid setup days in office per month, Cubao or Ortigas)

*Desired Qualifications:
A self-starter with a proven ability to execute both strategically and tactically, and someone who is excited to do what it takes to make the company successful.*

• Results-Driven: You can be counted on to exceed goals successfully. You steadfastly push yourself and others for results. You are not afraid to roll up your sleeves and do what it takes - no matter how small the task.
• Excellent planning and execution skills: You own and are accountable for delivering the execution to the overall strategy. You can see opportunities for synergy and partnership where others can't. You can simplify complex processes. You are exceptional at planning and can anticipate and adjust for problems and roadblocks.
• Strong communication skills: You communicate information and ideas to individuals and teams in an articulate, focused, and compelling way.
• Collaborative: You love to collaborate with peers, sales, marketing, product managers, executives and other cross-functional teams to inspire them to do their best.
• Strong leadership qualities including a hands-on, non-bureaucratic leadership style, to include open and frequent communications at all levels of the organizations. Must be able to facilitate groups, mobilize people, come to a consensus, and communicate direction.
• Quick Learner: Because this role interfaces with all parts of the company, your ability to deep dive and understand the workings and issues of many departments is critical.
• Adaptable and willing to work in fluid business situations.
• Willing to work on night shift
• Willing to work on hybrid setup 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.
*By completing your application for this role, you:*

• Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities
• Have read and agreed to our Data Privacy Policy