Manager of Customer Success- Avaya Cloud Office (ACO)

Customer Success Denver, Colorado


Description

Are you looking for an opportunity where your skills and enthusiasm make a difference and where your voice will be heard? At RingCentral our award-winning environment is high-energy, team-oriented and committed to providing world-class service for its customers. We’re the #1 global cloud-based, communications provider, growing at more than 30% annually and we’re looking for team-members with an entrepreneurial spark!

RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered lunch and breakfast on a daily basis as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.

Job Type: Full Time | Location: Denver, CO 

Job Description:

RingCentral has partnered with Avaya to go to market with the Avaya Cloud Office (ACO) solution. As part of this strategy, Avaya will be responsible for the Customer Success activities for ACO Customers. As Manager of ACO Customer Success, your job will be enabling the Avaya CSM team to execute on CS activities, consistent with how RingCentral engages with our customers.  If you join our team, you will assume a very strategic and highly visible role within the company and will focus on these key areas: enablement, systems, adoption, retention, customer satisfaction and revenue growth.  As a manager in Customer success, you will be part of the leadership team, driving innovation in our Customer Success practice.

Responsibilities:

  • Develop on-going enablement plan to support Avaya’s customer success organization, consistent with RingCentral’s CS strategy. This includes adoption, retention, growth, processes and systems.
  • Identify opportunities to improve overall customer success activities as part of ACO.
  • Build relationships within the Avaya and RingCentral ecosystem to support revenue growth in this strategic initiative.
  • Measure ACO Customer Success team performance on a regular basis to ensure trends are quickly understood and actions are taken to address challenges and capitalize on opportunities.
  • Coach and develop team members.
  • Lead global process improvement to drive efficiency and deliver more value to ACO customers.
  • Participates in RingCentral management efforts to maintain high morale, low attrition, and excellent teamwork.
  • Project Manage key initiatives
  • Act as an escalation point of contact for the ACO relationship
  • Partner cross-functionally with support, professional services, sales and marketing departments to achieve high customer satisfaction and account growth

Qualifications:

  • 5+ years enterprise-level customer success experience at a SaaS company
  • 3+ years Customer Success Management experience
  • Training and enablement experience
  • Proven track record of achieving and exceeding adoption, revenue and customer satisfaction goals
  • Driven by personal, team and company achievement with a commitment to excellence
  • Possess blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality
  • Strong analytical, problem-solving and dot connecting skills with the ability to develop quick, accurate situational awareness
  • Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
  • Experience and comfort interacting with and influencing C-level executives
  • Strong communication skills – written and verbal – with an understanding of situational best practices
  • Excellent presentation skills – from small to large audiences
  • Ability to lead, manage or influence both internal RingCentral resources as well as customer resources to achieve successful outcomes
  • Experience with VoIP and Meetings technology
  • BS or equivalent education and relevant experience

What we offer:

  • Base Salary  
  • MBO Quarterly Bonuses
  • RSU's (Restricted Stock Units)
  • Immediate benefits (Health, Vision, Dental – individual employee)
  • (10) Company Wide Holidays
  • Unlimited Paid Time off (performance based)
  • ESPP (Employee Stock Purchase Plan)
  • Opportunities that accompany a high growth organization

About RingCentral 

RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to work better together from any location, on any device, and via any mode to serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows. 

RingCentral is headquartered in Belmont, California, and has offices around the world. 

RingCentral is an equal opportunity employer that is committed to workplace diversity.