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.
Maintain and grow monthly recurring revenue for RingCentral's most valued customers
Project Management - quarterbacking internal and external initiatives
Develop strong customer relationships and serve in the role of RingCentral trusted partner
Ensure customer satisfaction: addressing technical demands and acting as sales liaison, and including partners to better support premium RingCentral customers
Partner cross-functionally with support, professional services, and sales and marketing departments to create customer success that drives positive customer satisfaction and account growth
Drive, and lead the renewals process in collaboration with the account team to preserve and improve customer contracts and relationships
Discover and identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth
Communicate risk clearly and take the lead in developing resolution strategies, escalating wherever appropriate
Qualifications
1+ yrs. direct and verifiable enterprise-level customer success experience
Proven track record of success with a verifiable history of exceeding sales and customer satisfaction 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 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
Benefits
Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
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 perks and discounts program
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