Director, Account Management

🔥 7 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $198.4k - $283.5k / year

⏰ Full Time

🔴 Lead

🧑‍💼 Account Executive

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RingCentral

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1999

📡 Telecommunications

☁️ SaaS

Telecommunications • SaaS • Collaboration

RingCentral is a leading global provider of cloud-based communications and collaboration solutions for businesses. It offers a comprehensive suite of services including voice, video, messaging, and collaboration tools that integrate seamlessly across devices to enhance communication and productivity. Over 400,000 organizations worldwide, from small businesses to Fortune 1000 companies, rely on RingCentral to connect teams, manage customer interactions, and conduct virtual events. With its robust and secure platform, RingCentral empowers businesses to stay connected and efficient, supported by AI-driven capabilities and a strong emphasis on innovation and reliability.

📋 Description

• Own and exceed targets for Churn and Downsell as well as Upsell. • Design and execute strategies to identify cross-sell and upsell opportunities within the existing customer base. • Manage the end-to-end renewal pipeline, forecasting accurately and intervening on high-risk accounts. • Partner closely with our Global Service Providers Sales teams to align, execute, and manage expansion and recontracting strategies. • Develop, track, and enforce comprehensive Key Performance Indicators (KPIs) and service level agreements (SLAs) across all customer-facing teams. • Design and implement Management by Objectives (MBO) plans and commission structures for onshore CSMs and Account Managers to tie individual performance directly to revenue and retention goals. • Recruit, mentor, and develop a high-performing, unified global team of onshore AMs/CSMs and offshore support agents. • Proactively identify opportunities to integrate AI tools and automation into the CS and Account Management workflows. • Implement AI-driven solutions within the offshore call center to improve agent efficiency. • Leverage AI analytics to uncover deep product adoption trends, health scores, and actionable customer insights at scale. • Develop playbooks to drive user engagement, time-to-value, and deep product adoption. • Serve as the senior executive point of contact for critical customer escalations, ensuring swift resolution and restoring customer trust. • Monitor customer health scores and proactively design intervention programs for at-risk accounts. • Directly manage, scale, and optimize our offshore Customer Success call center / BPO operations. • Define, track, and enforce key performance indicators (KPIs) and service level agreements (SLAs) for the offshore team. • Implement robust Quality Assurance (QA) and training programs to ensure the offshore team delivers a seamless, on-brand customer experience. • Foster a unified culture between onshore Account Managers and offshore support agents. • Recruit, mentor, and develop a high-performing team of CSMs and Account Managers.

🎯 Requirements

• 8+ years in Account Management or Customer Success, with at least 2-5 years in a leadership role. • You are a 'systems thinker.' You enjoy building processes that allow others to succeed at scale. • You can influence people and you’re a pro at delivering firm but constructive feedback. • You’re comfortable in Salesforce (or similar CRM) and Excel, using data to tell a story and justify resource allocation. • You need to manage complex workflows across different time zones and cultures. • You don’t just fix today’s fires; you build the fireproofing for tomorrow. • Our environment moves fast- you need to pivot without losing momentum. • Travel required including travel to the Philippines.

🏖️ 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 and new parent gift boxes • 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