RingCentral
Director, Account Management
Remote, USA · Director · Full-time
Sponsorship not specifiedDetected 22 days ago
SwiftAgentic AISalesforceCRMAccount ManagementForecastingExcelPerformance ManagementCustomer SuccessLeadershipCommunicationCollaborationAdaptability
About the role
- Our agentic voice AI portfolio-AIR, AVA, and ACE-brings together automation, assistance, and insights across the entire conversation lifecycle.
- More seamless, intelligent experiences for businesses everywhere.
- This is where you and your skills come in.
Responsibilities
- 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.
- Implement AI-driven solutions within the offshore call center to improve agent efficiency.
- Develop playbooks to drive user engagement, time-to-value, and deep product adoption.
- Directly manage, scale, and optimize our offshore Customer Success call center / BPO operations.
- Implement robust Quality Assurance (QA) and training programs to ensure the offshore team delivers a seamless, on-brand customer experience.
Requirements
- To succeed in this role you must have experience in:
Skills
- Core Competencies:
- Travel required including travel to the Philippines.
- 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.)
Compensation
- With $2.5B+ in ARR and $250M invested in R&D annually, we're building the future of AI-powered business communications.
Benefits
- Employee bonus referral program
- Employee perks and discounts program
Company info
- we are recognized as a Best Place to Work by BuiltIn, the Top Work Culture by Comparably and hold local BPTW awards in every major location.
- Recruit, mentor, and develop a high-performing, unified global team of onshore AMs/CSMs and offshore support agents.
- Bottom line: We are committed to hiring and retaining great people because we know you power our success.
- And don't just take our word for it: we are recognized as a Best Place to Work by BuiltIn, the Top Work Culture by Comparably and hold local BPTW awards in every major location.
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