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