Note: The job is a remote job and is open to candidates in USA. RingCentral is a leading provider of business cloud communications and contact center solutions. The Customer Success Manager focused on Mid Market will support high-profile customers by driving adoption of the platform, addressing customer needs, and managing renewals and upsell opportunities.
Responsibilities
- Encourage customers to utilize new features that will help them drive their business forward
- Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering
- Evaluate churn and downsell risk for each customer using scoring tools and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle
- Recommend programs that ensure that customers are successfully adopting our platform that align to their business needs
- Conduct quarterly customer success reviews to ensure customers get the most value out of their RingCentral investments
- Align customers with the enablement resources to drive adoption
- Be a self starter
- Track renewals and identify opportunities for upsells and cross-sells within your assigned customer base
- Analyze customer usage data and key CS indicators to identify trends, potential risks (like churn), and opportunities for engagement and growth
- Proficiency with customer success platforms, AI, automation tools, and other digital technologies
- Comfort working in a fast-paced environment and managing multiple customer engagements simultaneously
- Own, drive and manage the renewals process in collaboration with the account team
- Accurately maintain/update a rolling 120 day forecast of your accounts and communicate any renewal risk to internal resources in order to develop resolution strategies
Skills
- 1-4 yrs. direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS or Start Up company
- Bachelor's Degree or equivalent experience in Customer Success, Consulting or Account Management
- Proven experience working with stakeholders and efficiently communicating internal and external voices
- Strong skills in verbal and written communications, bias to action, and task management
- Knowledge of Salesforce
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 Overview
RingCentral is a provider of enterprise cloud communications and collaboration solutions. It was founded in 2003, and is headquartered in Belmont, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.ringcentral.com.