RingCentral

Role Description RingCentral, Inc. is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to Work as OneTM from any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction. - Provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. - Open platform integrates with leading business apps and enables customers to easily customize business workflows. Qualifications - Experience in cloud communications and collaboration solutions. - Strong understanding of contact center solutions. - Ability to work in a fast-paced environment. Requirements - Proven track record in enterprise software sales. - Excellent communication and interpersonal skills. - Ability to manage multiple projects simultaneously. Benefits - Competitive salary and performance-based incentives. - Comprehensive health benefits package. - Flexible work arrangements. Company Description RingCentral is headquartered in Belmont, California, and has offices around the world. RingCentral is an EEO/AA employer.

• 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.

• End-to-End Partner Ownership: Serve as the primary marketing point of contact for Canadian service providers; collaborate on comprehensive, tailored marketing strategies spanning events, digital programs, content creation, and co-branded campaigns. • AI-Driven Demand Generation: Develop and execute localized marketing activities (including account-based marketing, regional events, and promotions) to accelerate the sales pipeline and drive new revenue. • Sales Enablement & Activation: Leverage modern AI sales tools to create high-impact training materials, deliver live solution demonstrations, and manage sales programs, blitzes, and dealer events that empower partner sales teams. • Go-To-Market & Product Launches: Lead the development and execution of regional GTM plans for new product releases, features, and localized messaging in both English and Canadian French. • Customer Advocacy & Content: Collaborate with partners to identify and build compelling customer case studies, testimonials, and targeted sales pitches that elevate brand awareness. • Relationship Management: Build deeply trusted, cross-functional relationships with internal teams and external partner stakeholders, ensuring seamless delivery of channel programs and operations. • Marketing ROI Optimization: Establish, track, and analyze KPIs for all Canadian marketing initiatives, utilizing data to maximize ROI and optimize future spend.

Role Description This role is remote, with a strong preference for a candidate based in Dallas, TX. The Strategic Enterprise Account Manager is the lead overlay consultant responsible for the health and growth of our product within a Service Provider’s (SP) enterprise portfolio. This role requires a "triad" management approach: - Align with the SP Sales Teams to win business. - Provide high-touch advocacy for the End-Customer. - Lead the Contract Renewal process to secure long-term revenue. You are the bridge that ensures the SP Sales Team remains successful and the End-Customer remains satisfied. Job Duties - Co-Selling & Market Execution - Joint Sales Advocacy: Partner with SP Account Executives (AEs) to identify high-potential enterprise targets and participate in active sales cycles to close new business. - Deal Architecting: Collaborate with the SP to structure solutions that integrate our product into their broader service offering, ensuring a seamless value proposition. - Strategic Alignment: Ensure the SP’s sales teams are prioritizing our solution by demonstrating how it helps them hit their own quotas and increases their "stickiness" with the customer. - Lifecycle Relationship Management (The Triad) - SP Sales Team Partnership: Maintain a continuous feedback loop with the SP Sales Team. Act as their "secret weapon" by providing the insights and support they need to manage the account effectively. - End-User Success Advocacy: Maintain a direct relationship with key stakeholders at the enterprise customer level to ensure the product is delivering the expected business outcomes. - Account Health Orchestration: Host regular "Sync Sessions" with the SP Sales Team to review account health, usage trends, and potential friction points before they become issues. - Expansion & Upsell: Identify opportunities for growth within the enterprise environment and coordinate with the SP Sales Team to execute the upsell strategy. - Contract Renewals & Retention - Renewal Strategy Leadership: Own the end-to-end renewal process. You lead the strategy to ensure both the SP and the end-user commit to contract extensions. - SP Sales Alignment on Renewals: Work months in advance with the SP Sales Team to prepare renewal quotes, address any competitive threats, and ensure the SP is incentivized to renew our component of the bundle. - Commercial Negotiation: Navigate three-way renewal discussions (Vendor-SP-Customer) to manage pricing, terms, and service-level agreements (SLAs). Qualifications - Experience: 8+ years in Strategic Account Management, with a proven track record of managing enterprise-level renewals through a Service Provider or Channel Partner. - Relationship Orchestration: Ability to manage the "political" balance of supporting an SP Sales Team while simultaneously maintaining a direct relationship with their customer. - Renewal & Retention Expertise: Proven ability to lead complex, multi-party contract negotiations and "save" at-risk accounts. - Commercial Diplomacy: Strong understanding of SaaS/Product contract structures and the financial mechanics of Service Provider margins. Benefits - Comprehensive medical, dental, vision, disability, life insurance. - Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits. - Voluntary supplemental health coverage and life insurance. - 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 1:1 coaching, perks and discounts program. Company Description RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

• Act as the dedicated privacy legal point of contact, providing proactive, risk-based counsel to Engineering and Product Management teams throughout the entire development lifecycle of new services and features. • Provide specialized legal advice on the privacy implications of any new features, including AI features, in collaboration with the Product Counseling and Regulatory Teams, ensuring compliance with emerging AI regulations and ethical guidelines as it relates to privacy. • Lead the execution and documentation of Privacy Impact Assessments (PIAs) and Data Protection Impact Assessments (DPIAs) for new features and services, driving legal processes that embed privacy requirements early in the development process, in coordination with other Privacy Team Members. • Ensure that RingCentral services comply with evolving global privacy and security regulations. • Partner directly with the Information Security team to review product security controls, conduct risk analyses, align legal privacy requirements with technical security implementation for all new products, including as it relates to HIPAA, and ensure that security policies align with and take into account requirements for the protection of personal information. • Develop and update customer-facing collateral and resources on RingCentral Trust Center to support transparency for customers and partners. • Support records of processing activities and documentation for products including data locations, data transfers, and subprocessor processing in coordination with other Privacy Team members. • Support the incident response program, by ensuring that the documentation is current and in alignment with applicable laws and by representing the privacy team in the incident response activities. • Monitor legal developments, collaborate and build relationships with industry peers, to stay abreast of trends and issues globally, as they may impact RingCentral’s privacy posture, templates, and commercial practices. • Collaborate with and provide guidance to Privacy Team members in their roles and responsibilities as needed.

• Engage directly with customers to discover requirements, map business processes, prioritize high value use cases and translate them into AI agent behaviors and workflows, focused on measurable ROI. • Conduct detailed workflow analysis of existing customer processes, including call routing, agent scripts, escalation paths, and back-office handoffs, to determine optimal points for AI automation. • Establish clear success criteria prior to deployment, including containment rates, handle time reduction, resolution accuracy, and cost per interaction. • Own the end to end Agent Development Lifecycle by continuously monitoring performance through observability, metrics, and customer feedback, and iterating on agent behavior to drive ongoing improvements and business outcomes. • Design and implement multi-turn agent workflows, including prompt chains, retrieval pipelines, decision logic, fallback handling, and live-agent handoff rules. • Build integrations between AIR Pro and customer systems of record (CRMs, EHRs, ERPs, ticketing platforms, custom APIs) using secure authentication protocols (such as OAuth 2.0, SAML, SCIM). • Implement compliance and safety controls appropriate to the customer’s environment, including guardrails, PII handling, HIPAA, PCI, and other controls. • Deploy monitoring, evaluation, and testing frameworks as necessary to enable ongoing measurement and optimization of agent performance. • Serve as the senior technical resource during pre-sales engagements for strategic accounts, including live demonstrations, proof-of-concept builds, and RFP/RFQ response development. • Collaborate with the Dedicated AE, Digital Overlay team, and RingCentral Sales Engineers to qualify opportunities, scope deployment requirements, and establish delivery timelines. • Develop expansion business cases from pilot results that Sales can present to additional departments or business units within the account. • Document integration patterns, platform limitations, and recurring customer requirements encountered during deployments. • Provide structured feedback to Product and Engineering with sufficient technical detail to inform roadmap prioritization and feature development.

• Create and drive business plans with Partners/Distributors to identify and qualify mutually rewarding sales activities, strategies, and business opportunities. • Create sales and marketing campaigns to drive lead generation for Partners/Distributors. • Provide day-to-day support for Partners/Distributors to help them sell, implement and support RingCentral’s services: - Answer questions via e-mail and telephone. - Assist partners with quotes and proposals for RingCentral services. - Work (if relevant) with internal and Distributor / Master Agents’ cross-functional teams to assist with partner implementation, support and commission escalations. • Understand partner’s business and how RingCentral services can enhance their value proposition. • Coordinate training, marketing, and overall enablement programs with new distribution and master agents. • Work cross functionally with other team members to deliver on company goals. • Recruit and sign and manage Partnerships with new Partners/Distributors. • Develop and expand C-Level Relationships with Partners/Distributors to increase sales and market share while maintaining profitability from a sales and overall business standpoint. • Drive requirements and help develop sales tools and materials for Partners/Distributors. • Serve as internal channel advocate to ensure partner and customer satisfaction. • Participation in industry events such as trade shows and seminars. • Exceed revenue objectives. • Ability to travel up to 70%.

• Manage KPIs including Churn, CSAT, and response SLAs • Design and implement the 'gold standard' for account management workflows • Create scripts, email cadences, and escalation paths for the outsourced team • Conduct regular business reviews and 'deep dives' into account health • Provide direct feedback to partner team leads to ensure quality of communication • Oversee identification of upsell and cross-sell opportunities and ensure a seamless handoff to internal teams • Monitor account health reporting to predict churn risks and turn data into actionable insights

Role Description We are looking for a skilled and professional individual for the Revenue Analyst role. This position has a critical and highly visible role in the process design, implementation, documentation, and accurate recording of revenue. - Ownership of all accounting aspects of revenue recognition. - Understand, analyze, and communicate financial impacts to revenue throughout the organization. Top 3 Skills: - Hands-on experience in working remotely with cross-functional teams (Sales, Legal, Operations, deal desk, etc.) in reviewing the revenue deal structure and coordination with the Revenue team in the head office. - Strong understanding of the end-to-end process (including design, implementation, or testing) of the Order cash process at mid/large size public Companies. - Experience in handling large volumes of data and applying data analytics as part of close processes or in public accounting. To succeed in this role you must have experience in: - Global partner and experience in collaborating with Sales, Legal, and Business. - Develop a team to review and evaluate the impact of draft contracts for revenue recognition. - Provide technical accounting guidance and support to the onsite team in performing recurring revenue close tasks to drive operational efficiency. - Evaluate customer contracts to ensure that revenue is recognized accurately in accordance with accounting rules. - Work with the FP&A team to provide revenue assurance in the pricing models and new product introductions. - Provide technical accounting assistance with special projects. - Be actively involved in the design and implementation of new revenue accounting requirements under ASC606. - Participate in developing and maintaining strong internal controls, ensuring quality controls over revenue transactions and reporting. - Recommend changes to reports and processes to improve productivity and accuracy. - Manage month-end and quarter-end revenue close, including reconciliations and related fluctuation analysis and other reporting requirements. - Help prepare data and other support information requests as needed for audits and reviews conducted by external auditors. Qualifications - Bachelor’s degree in Accounting. - Experience with Big 4 accounting firms and CA/CPA. - 5+ years of experience in a public company environment. - Experience in reviewing and analyzing License, SaaS, OEM, and Professional Services contracts to identify revenue-related issues for resolution and proper accounting treatment. - Knowledge and hands-on experience working with GAAP multi-element revenue recognition accounting standards including ASC 605-25, SAB 104, ASU 2009-13, and ASU 2009-14. - Working knowledge of the new revenue recognition guidance under ASC606/ERP System Implementation experience (a plus). - Experience with SFDC and NetSuite (a plus). - Demonstrated success with process improvement initiatives. - A solutions-oriented team player who enjoys a dynamic work environment. - Strong organizational skills and ability to meet tight deadlines. - Strong interpersonal skills. - Ability to communicate clearly and concisely both verbally and in writing. - Strong analytical, written, and verbal communication skills, with a sharp focus on details. - Ability to communicate complex information in a clear and concise manner. Benefits - Mediclaim Benefits - Paid Holidays - Casual/Sick Leave - Privilege Leave - Bereavement Leave - Maternity Leave - Paternity Leave - Wellness Coaching - Employee Referral Bonus - Professional Development Allowances

• Manage the end-to-end global SOX program. • Drive the scoping, documentation (narratives/matrices), and testing of key financial controls. • Partner with business owners to remediate deficiencies and ensure "audit-ready" status year-round. • Support the VP and Director in facilitating the Enterprise Risk Management (ERM) framework. • Drive the adoption of AI, machine learning, and automation tools to transition from sample-based testing to continuous monitoring and full-population data analysis. • Lead complex audits focused on operational efficiency, product security, and scalable business processes, providing "root cause" insights rather than just finding errors. • Function as a trusted advisor to process owners, senior management and IT Management, evaluating the risk landscape for new and emerging risks, for new product launches, M&A activity, and system implementations. • Assist in the preparation of compelling reports and Audit Committee updates for the Audit Committee and senior management. • Mentor a high-performing team of audit professionals across different geographies fostering a culture of technical excellence and innovative thinking. • Draft high-quality audit reports for senior management that go beyond "finding errors" to provide strategic insights and root-cause analysis.