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Director of Customer Success
RingCentral
Belmont, CA, United States
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Description
Job Title: Director, Customer Success
Job Type: Full Time
Location: Belmont, CA
Department: Customer Success
Job Description:
The role is focused on ensuring the on-going success of RingCentral customers, driving adoption of RingCentral technology and maximizing customer retention.
The role is part of a team responsible for evolving the RingCentral customer success strategy and execution by envisioning, creating and implementing programs and processes that ensure RingCentral customers get the most out of their investment in RingCentral products. This position leads a team of Customer Success Managers responsible for customer lifecycle management from onboarding, regular reviews of customer status and ultimately ensuring the retention, satisfaction and growth of the customer relationship.
Duties:
• Participate on a team which will envision, define and optimize the customer lifecycle, document and operationalize the lifecycle through playbooks and best practices.
• Working with RingCentral marketing, develop customer marketing programs and plans that maximize the customer experience and achieve product adoption metrics, customer satisfaction (CSAT/NPS)and overall customer health scores.
• Working with Sales and Customer Success leadership continue to refine segmentation of customer base and varying strategies to ensure customer success.
• Working with team of customer success managers, this role will develop account plans that outline customers critical success factors, metrics for success, potential issues, as well as provide recommendations.
• Maximize and ensure referenceability of RingCentral customers.
• Ensure the customer success organization is a central customer advocate in the evolution of RingCentral products.
• Participate in the RingCentral critical account program to ensure customers recover rapidly from issues while minimizing churn risk.
• Working with Voice-of-Customer team, ensure customer feedback is captured and conveyed internally to enable ongoing improvement of RingCentral products and services.
• Manage a team of Customer Success Managers.
• Measure effectiveness of Customer Success Managers, defining operational metrics for team and management of quarterly MBOs.
• Hire and retain a group of Customer Success Managers, participate and manage the rapid but effective onboarding process for new team members and ensure the on-going development of CSM team members.
• Achieve all metrics and targets including revenue, upsell, cross-sell and retention and adoption.
Qualifications:
• Minimum 7+ years leading customer facing organizations such as customer success, professional services, support or sales.
• Ideal candidate would have a background of which includes both post-sale and sales experience
• Metrics-driven and process-oriented experience and mindset
• Excellent communication and presentation skills
• Bachelor’s degree; Voice-Over-IP experience strongly preferred
• Strong management skills
• Proven track record of implementation of scalable, enterprise programs and processes.
• Driving results of service levels metrics is a must.
• Demonstrated effective communication and strong presentation skills.
• Able to travel 30% of the time
RingCentral provides cloud computing based business phone systems designed for today's mobile and distributed business world. The RingCentral technology platform eliminates the need for expensive and technically complex on-premise legacy phone systems. By combining a hosted, multi-extension business phone system with advanced voice and fax functionality, RingCentral simplifies business communication for modern, flexible business environments.