Renewals Customer Success Manager

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Role Description

This role involves serving as the direct support function to some of RingCentral’s most valued and high-profile customers. As a critical piece of our land and expand efforts, you will be a point person for our larger customers and will interface and orchestrate internal efforts with acquisition, implementation, technical support, etc.

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  Maintain and grow monthly recurring revenue for RingCentral's most valued customers
  


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  Project Management - quarterbacking internal and external initiatives
  


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  Develop strong customer relationships and serve in the role of RingCentral trusted partner
  


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  Ensure customer satisfaction: addressing technical demands and acting as sales liaison, and including partners to better support premium RingCentral customers
  


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  Partner cross-functionally with support, professional services, and sales and marketing departments to create customer success that drives positive customer satisfaction and account growth
  


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  Drive, and lead the renewals process in collaboration with the account team to preserve and improve customer contracts and relationships
  


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  Discover and identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth
  


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  Communicate risk clearly and take the lead in developing resolution strategies, escalating wherever appropriate
  

Qualifications

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  1+ yrs. direct and verifiable enterprise-level customer success experience
  


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  Proven track record of success with a verifiable history of exceeding sales and customer satisfaction goals
  


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  Driven by personal, team and company achievement with a commitment to excellence
  


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  Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality
  


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  Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
  


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  Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
  


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  Experience and comfort interacting with and influencing C-level executives
  


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  Strong communication skills – written and verbal – with understanding of situational best practices
  


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  Excellent presentation skills – from small to large audiences
  


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  Ability to lead, manage or influence both internal RingCentral resources as well as customer resources to achieve successful outcomes
  


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  Experience with VoIP technology and terminology including SIP, RTP, QoS, COS, and codecs preferred
  


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  Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) preferred
  


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  BS or equivalent education and relevant experience
  

Benefits

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  Comprehensive medical, dental, vision, disability, life insurance
  


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


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  401K match and ESPP
  


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  Paid time off and paid sick leave
  


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  Paid parental and pregnancy leave
  


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


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  Emergency backup care (Child/Adult/Pets)
  


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


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


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  Employee bonus referral program
  


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  Student loan refinancing assistance
  


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  Employee perks and discounts program
  

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