Customer Success Manager

Overview

Candidate must reside in MST or PST state

Say hello to opportunities. It’s not everyday that you consider starting a new career. We’re Ring Central, and we’re happy that someone as talented as you is considering this role. Ring Central is a $2 Billion annual revenue company with double digit ARR growth and a large market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest to ensure our AI-enabled technology meets our customers’ needs.

Ring Sense AI is our proprietary AI solution designed to fit the business needs of our customers. It is orchestrated to be accurate and precise and follows the same open platform principles we apply to our core software solutions.

This is where you and your skills come in.
We’re currently looking for:
The Customer Success Manager serves as the direct support function to Ring Central’s valued and high-profile customers. As a key part of our land and expand strategy you will be a point person for larger customers and will interface with internal teams (acquisition, implementation, technical support, etc.). You will be positioned as a subject matter expert and resource for servicing client needs.

• Develop strong customer relationships and serve in the role of Ring Central trusted partner.
• Proactively drive adoption across Ring Central’s product technology stack to ensure customers maximize ROI.
• Ensure customer satisfaction: facilitate QBRs, execute mutual success plans, address technical demands, engage appropriate resources to resolve issues and escalate in a timely matter.
• Mitigate churn risk and protect portfolio MRR growth.
• Maintain and grow monthly recurring revenue for Ring Central’s valued customers.
• Project Management – quarterback internal and external initiatives.
• Act as sales liaison, build internal relationships to drive growth inside the account, manage partner relationships to support premium Ring Central customers.
• Partner cross-functionally with support, professional services, sales and marketing to drive customer success and account growth.
• Execute and build out an Adoption strategy through regular weekly, bi-weekly or quarterly business reviews to proactively manage the account base.

• 3 to 7 years plus of direct and verifiable major accounts-level customer success experience.
• Proven track record of success with a history of exceeding customer satisfaction and adoption goals.
• Driven by personal, team and company achievement with a commitment to excellence.
• Strong blend of technical expertise and sales acumen with a customer-centric mindset.
• Strong analytical, problem-solving and situational awareness skills.
• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues.
• Experience interacting with and influencing C-level executives.
• Strong written and verbal communication skills with appropriate situational awareness.
• Excellent presentation skills for small to large audiences.
• Ability to lead or influence internal Ring Central resources as well as customer resources to achieve outcomes.
• Experience with VoIP, Contact Center technologies and terminology (SIP, RTP, QoS, COS, codecs) preferred.
• Knowledge of advanced network troubleshooting (LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP) preferred.
• BS or equivalent education and relevant experience.

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Accounts (FSAs) and Commuter benefits
• 401K match and ESPP
• Paid time off and paid sick leave
• Wellness programs including 1:1 coaching and meditation guidance
• Paid parental and pregnancy leave and new parent gift boxes
• Family-forming benefits (IVF, preservation, adoption, etc.)
• Emergency backup care (child/adult/pets)
• Parental support for children with developmental and learning disabilities
• Pet insurance
• Employee Assistance Program (EAP) with 24/7 counseling sessions
• Free legal services for advice, document creation and estate planning
• Employee referral program
• Student loan refinancing assistance
• Employee perks and discounts program

Ring Central’s Global Service and Support team leads the post-sales experience for our…