Job Description
Manager, Majors Customer Success
Remote, USA
Full time
job requisition id
R071132
Say hello to possibilities.
It’s not every day that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you are considering this role. First, a little about us, we’re the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interactiongiving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
To succeed in this role, you must have experience in:
- Driving value for RingCentral’s customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand our customers’ objectives and deliver value-based solutions, and determining how to define, drive, and demonstrate ROI delivered.
- Developing, coaching, monitoring and assisting team members in critical adoption activities and strategies.
- Providing accurate forecasts and reporting on financials to leadership as required.
- Driving alignment with internal teams including Renewals and Majors Sales Managers and Expansion teams by aligning with R&E on renewal and up-sell strategy and focus on selling with a retention focus
- Recruiting, mentoring, and inspiring a world-class team by setting expectations, giving feedback, conducting interviews, creating a customer first culture
- Driving Majors operational excellence by continuously tracking and communicating metrics to team to promote transparency, drive behaviors and report on metrics to Key Leaders are required.
Desired Qualifications:
- BA/BS degree or equivalent military and/or work experience, MBA preferred
- 5+ years of customer or account management experience including 2+ years managing high performing Customer Success teams at a SaaS or telecommunications company.
- Experience in hiring, mentoring and growing a team of Customer Success Managers.
- Proven experience driving adoption and leveraging customer success best practices.
- Demonstrated ability to develop strategies to address business metrics, translate them into initiatives and track successful delivery.
- Possesses executive presence with communication that drives results and motivates the team.
- Thrives in a fast paced, ever evolving environment where prioritization and decision making is key.
- Demonstrated ability to effectively collaborate across organizational boundaries.
- Experience successfully working with senior (C-level) executives.
- Experience effectively addressing escalated client issues with speed and urgency.