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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