Director, Account Management

🕒 June 29

🏄 California, Colorado, +7 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🌺 Hawaii – Remote 🎰 Nevada – Remote 🗽 New York – Remote 🦀 Maryland – Remote ⚓ Rhode Island – Remote ☕ Washington – Remote

💵 $198.4k - $283.5k / year

⏰ Full Time

🔴 Lead

🧑‍💼 Account Executive

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RingCentral

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1999

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

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 revenue metrics for the existing customer base, including renewals and upsells • Drive product adoption and manage complex customer escalations • Oversee the offshore Customer Success call center • Modernize the Customer Success function using AI to improve productivity, scale customer insights, and optimize support workflows • Own and exceed churn, downsell, and upsell targets • Design and execute cross-sell and upsell strategies • Manage the end-to-end renewal pipeline and forecast accurately • Partner with Global Service Providers Sales teams on expansion and recontracting strategies • Develop and enforce KPIs and SLAs across customer-facing teams • Design MBO plans and commission structures for onshore CSMs and Account Managers • Recruit, mentor, and develop global onshore and offshore teams • Integrate AI tools and automation into Customer Success and Account Management workflows • Implement AI-driven solutions in the offshore call center • Use AI analytics to identify product adoption trends, health scores, and customer insights • Develop playbooks for user engagement, time-to-value, and product adoption • Serve as senior executive contact for critical customer escalations • Monitor customer health scores and design interventions for at-risk accounts • Directly manage, scale, and optimize offshore Customer Success call center/BPO operations • Implement Quality Assurance and training programs for the offshore team • Foster a unified culture between onshore Account Managers and offshore support agents

🎯 Requirements

• 8+ years in Account Management or Customer Success • 2–5 years in a leadership role • Systems-thinking mindset and ability to build scalable processes • Ability to influence people and deliver firm but constructive feedback • Comfortable using Salesforce or a similar CRM • Comfortable using Excel • Ability to use data to tell a story and justify resource allocation • Ability to manage complex workflows across different time zones and cultures • Strategic foresight and ability to build scalable long-term solutions • Adaptability in a fast-moving environment • Willingness to travel, including travel to the Philippines

🏖️ Benefits

• Comprehensive medical, dental, vision, disability, life insurance • Health Savings Account (HSA) • Flexible Spending Accounts (FSAs) • Commuter benefits • 401K match • ESPP • Paid time off • Paid sick leave • Paid parental and pregnancy leave • 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 • Variable pay eligibility • Equity eligibility • Reasonable accommodations for individuals with disabilities