Lead Technical Account Manager

Say hello to opportunities.

It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

This is where you and your skills come in. We’re currently looking for: At RingCentral, our customers are at the heart of everything we do and delivering great customer service and experiences are at the center of every business initiative we drive. Our customers are at the heart of everything we do and building strong, long-lasting relationships is the key to our success. As a Technical Account Manager, you should be passionate about building strong, long-lasting relationships. You will also need to possess a strong desire to develop an in depth understanding of the customer’s infrastructure, their systems, and the environment to ensure they are optimized for best performance with their RingCentral services. You will be a trusted technical advisor and must possess strong verbal and written communication skills.

To succeed in this role you must have experience in:

• Managing customer expectations and experience to deliver high customer satisfaction and increase retention

• Communicating effectively with key leaders, including C-level executives, to listen and understand the business needs of the customer

• Seeing the bigger picture and proactively recommending new solutions or communicating changes to existing services that will impact the customer to help them meet their business needs

• Recommending network hardware, software, and platform-specific design elements

• Collaborating with internal departments to facilitate customer need fulfillment

• Maintaining updated knowledge of company products and services

• Managing multiple tasks and accounts, staying organized, and providing proactive service to customers

• Adapting to the pace of change and constant growth in the business, marketplace, and community as a whole

• Using Windows or similar software, including Excel, PowerPoint, and Word

• Handling multiple actions across multiple customers simultaneously with little to no oversight or direction

• Assessing solution specifications in light of customer requirements and recommending solution designs and changes that optimize value for both the customer and RingCentral

• Running projects that contain unified communication, contact center, and RingCX in a SaaS/UCaaS environment

• Managing multiple projects without losing effectiveness

• Balancing project management with daily work responsibilities, including time tracking, project status updates, and closure activities

• Becoming a personal driver of RingCentral initiatives, current and future

• Reporting daily, weekly, and monthly on activity status

• Project management - quarterbacking internal and external initiatives

• Developing strong customer relationships and serving as RingCentral's trusted partner

• Ensuring customer satisfaction by addressing technical demands, acting as a sales liaison, and including partners to better support premium RingCentral customers

• Partnering cross-functionally with professional services, sales, and marketing departments to create customer success that drives positive customer satisfaction and account growth

Desired Qualifications:

• Minimum 7+ years relevant Account Management work experience, preferably in the telecommunications or technical industry

• College graduate: Bachelor's or associate degree in Business, Communication, or related field

• Strong customer service and interpersonal skills for dealing with different types of customers

• Time management and multitasking skills to handle multiple tasks and customers at once

• Ability to build rapport and collaborate with others within the company and externally

• 7 to 10 years of experience in VoIP technology, including SIP, RTP, quality of service, CoS, codecs, and network troubleshooting and terminology, including LAN/WAN, routers, firewalls, switches, PBX deployment, TCP/IP, DNS, etc.

• 5+ Experience working with inContact products

• Experience building and adjusting RingCX products

• Strong and practical customer communication skills

• Experience working with

• Strong analytical skills with the ability to identify, analyze, interpret, and solve both practical and highly complex problems

• Excellent computer skills, including extensive spreadsheet knowledge and word processing. Windows-based software and Excel are required. Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred

• High level of empathy; excellent soft skills and customer service best practices

• Ability to pick up and retain a wide breadth of knowledge

• Consistent follow-through and ability to meet deadlines

• Exceptional prioritization skills

• Agility and adaptability; ability to handle a fast-changing landscape and think on your feet

• Self-motivation and ability to drive projects to completion

• Ability to maintain confidentiality and professionalism

• Driven by personal, team, and company achievement with a commitment to excellence

• Rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality

• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues

• Experience and comfort interacting with and influencing C-level executives

• Strong written and verbal communication skills with understanding of situational best practices

• Excellent presentation skills for small to large audiences

• Ability to lead, manage, or influence both internal RingCentral resources and customer resources to achieve successful outcomes

• Knowledge of advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) preferred

• Strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, Unified Communications, and Contact Centre practices

• Experience in supporting global customers in multiple geographies

• Expertise in developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients' needs is imperative

• Strategic thinking ability; understanding of the 'big picture' ability to think quickly and adeptly while solving complex problems

What we offer:

• 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
  

RingCentral’s Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.