RingCentral logo
RingCentral

A leading provider of AI-driven cloud business communications, contact center, video, and hybrid event solutions.

Director, Account Management

Account ExecutiveSalesFull TimeRemoteLeadTeam 5,001-10,000Since 1999H1B SponsorCompany SiteLinkedIn

Location

California

Posted

1 day ago

Salary

$198.5K - $283.5K / year

Seniority

Lead

Bachelor Degree8 yrs expEnglishSwift

Job Description

Director, Account Management

RingCentral

• 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.

Job 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

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