Customer Success and Retentions Specialist

Customer Success and Retentions Specialist

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

It's not every day 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 its core software solutions.

This is a dynamic, relationship-focused role dedicated to maximizing customer value and loyalty. As a Customer Success & Retention Specialist, you will manage a portfolio of RingCentral's B2B customers.

Your primary mission is to ensure customers achieve their business goals by driving product adoption, building strong partnerships, and proactively identifying and resolving churn risks. You are the customer's advocate and a strategic partner, responsible for securing retention and uncovering expansion opportunities.

Proactive Account Management (Customer Success)

• Build Relationships: Serve as the primary point of contact for a dedicated customer portfolio, establishing yourself as a trusted advisor.

• Drive Adoption: Proactively engage with customers to understand their business needs, conduct health checks, and educate them on features (including AI solutions) to maximize their ROI.

• Identify Growth: Recognize and capture opportunities for upselling and cross-selling by aligning RingCentral's solutions with the customer's evolving goals.

• Demonstrate Value: Conduct periodic business reviews to showcase the value customers are receiving and reinforce their decision to partner with RingCentral.

Strategic Retention & Problem Solving

• Manage At-Risk Accounts: Skillfully handle all cancellation and downgrade requests, investigating the root cause of the churn risk with empathy and precision.

• Resolve Conflict: Listen attentively to customer frustrations, de-escalate tense situations, and formulate creative "win-win" solutions that save the relationship.

• Collaborate Cross-Functionally: Act as the voice of the customer, working with Support, Billing, and other teams to resolve complex issues and ensure a seamless experience.

Operational Excellence

• Document Meticulously: Maintain accurate and detailed records of all customer interactions and account health within the company's CRM and tools.

• Achieve Targets: Meet and exceed key performance indicators (KPIs) related to customer retention, satisfaction (NPS), and revenue.

• Act with Integrity: Uphold the highest ethical standards in all decisions, documentation, and customer interactions.

Essential Experience & Skills

• Experience: 1+ years in a customer-facing role such as Customer Success, Account Management, Retentions, or B2B Sales.

• Track Record: Demonstrated history of meeting and exceeding quotas or performance-based metrics.

• Business Acumen: Strong ability to understand B2B customer needs and align technology solutions to solve their business problems.

• Communication: Excellent verbal and written communication, with high-level listening, presentation, and interpersonal skills.

• Problem Solving: A natural ability to de-escalate conflict, think critically, and make sound decisions under pressure.

Preferred Qualifications

• Industry: Experience in B2B, SaaS, or Technology (especially Cloud, UCaaS, VoIP, or Telephony) is highly preferred.

• Proactive Mindset: A results-oriented self-starter who is adaptable, collaborative, and thrives in a fast-paced team environment.

• Tech Savvy: Proficient in Google Suite (Sheets, Docs, Slides) and comfortable learning new CRM and software platforms quickly.

• A competitive compensation package including a Performance Incentive (Capped Commission).

• Flexible, hybrid work arrangement.

• Comprehensive HMO package (medical and dental).

• Paid time off and paid sick leave.

• Employee Assistance and Wellness Programs.

RingCentral's Customer Success team is a dynamic group for individuals that is mainly focused on retaining revenue for the  company and providing the best customer experience through effective and quality account  management. Aspiring candidates are expected to have a keen sense of responsibility, attention to  details and an excellent interpersonal skill. RingCentral takes pride in maintaining above industry  standards in terms of customer and revenue retention and at the same time having a stable medium to  establish high Net Promoter Score. Flexibility and adaptiveness are also very much expected for this  position.

RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: RingCentral is committed to hiring and retaining great people because you power our success. RingCentral offers on-site and hybrid work options optimized for the ways we work and live now.

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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