AVP, Subject Matter Expert Practice
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
AVP overseeing RingCentral's post-sales subject matter expertise function across UCaaS, CCaaS, and Agentic AI. Leading strategy, talent, and partnerships to drive business communications transformation.
Responsibilities:
- Own the strategy, design, and performance of the SME practice across all specialty lanes and both Global and Manila tiers
- Define the engagement model: how TSMs request SME support, how engagements are scoped, staffed, quality-controlled, and reported
- Own the commercial evolution of the SME function — developing the pricing and packaging model (embedded, consumable, billable) in partnership with Finance and Revenue leadership
- Recruit, assess, and hire SMEs and Sr. SMEs — with a specific mandate to screen for real hands-on expertise, not credential inflation
- Design the technical assessment process: structured interrogation of past work, scenario-based technical interviews, peer review by Sr. SMEs
- Build the career framework and competency model for the SME discipline at all tiers — Global and Manila
- Foster a culture where depth of expertise is the currency — not tenure, not relationship skills, not seniority by title
- Own the AI fluency standard across the SME practice — ensuring the tiered AI requirement is embedded in hiring, onboarding, and ongoing development across all six lanes
- Stay current on RingCentral's AI product roadmap (NOVA, RingSense, ACE, IVA) and ensure SMEs are positioned ahead of customer AI adoption curves
- Partner with the Product AI team to ensure SMEs have early access to AI features, beta programs, and prompt engineering resources before they reach the field
- Own the strategic relationship between the post-sales SME organization and RingCentral Product across all three business lines
- Design and operate the formal product feedback loop — ensuring field intelligence reaches Product Management in a structured, prioritized, evidence-backed format
- Represent the SME practice in product councils, roadmap reviews, and beta advisory programs — as a voice with standing, not an observer
- Partner with the SVP, CX and peer leaders in Support Operations and the TSM organization to integrate the SME function into the CX delivery model
- Report SME practice performance in executive business reviews and contribute SME data to retention and NPS scorecards
- Engage directly in strategic account situations at the executive level when the account scope warrants AVP-level involvement
Requirements:
- 12+ years in post-sales technical functions within UCaaS, CCaaS, or enterprise SaaS — professional services, solutions engineering, technical CSM, or implementation
- 5+ years in people leadership of technical specialists — with a track record of building high-credential, high-performance teams
- A personal technical history that can be interrogated: platforms worked on, deployments led, architectures owned
- Deep familiarity with the competitive landscape: NICE CXone, Genesys, Five9, Zoom, 8x8, Cisco, Avaya, Twilio, AWS Connect
- Formal education (Bachelor's degree required; advanced degree strongly preferred) in a technical, engineering, or business field
- A professional history that reads clearly: where you worked, what you built, what you were accountable for.
Benefits:
- 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.)
- 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 perks and discounts program
Similar Jobs
VP, General Manager
VP & General Manager driving consumer growth for Kooner Mobile Auto Care. Responsible for P&L, strategy, brand, and team building.
Vice President – Patient Journey Innovation
Vice President leading patient engagement journey innovation for Equip's digital treatment program. Overseeing content strategy, UX design, and clinical outcomes with a focus on behavioral science.
VP, Product – Trading
VP of Product leading trading vertical and product strategy at zerohash. Seeking experienced individual to optimize product delivery in a high-growth startup environment.
Vice President, HCP Experience Lead
Vice President accountable for the commercial success of VYVGART at argenx. Leading HCP engagement strategy and team collaboration across multiple TAs and indications.
Vice President, Patient Strategy and Experience
VP, Patient Strategy and Experience at argenx focused on personalized patient engagement strategies for severe autoimmune disease treatment. Leadership role driving comprehensive patient experience and stakeholder engagement strategies.
VP of Compensation
VP of Compensation leading and designing compensation programs across a complex multi-entity organization. Collaborating with HR and business leaders to optimize pay practices and structures.
VP, Alliance
Vice President leading Cisco Alliance Partnership for C1, overseeing the strategic partnership with Cisco. Driving revenue and operational excellence in alliance management.
VP, Technical Success – Strategic Accounts
VP of Technical Success at RingCentral overseeing post-sales relationships with strategic accounts. Responsible for NRR and GRR targets with C-suite engagement.
Vice President – Sector Performance
Key contributor managing Gainwell’s global delivery model and operational strategy. Overseeing client performance and ensuring exceptional service delivery in the health services sector.
Vice President
Assistant Vice President leading sales efforts in IoT and eSIM connectivity across Europe and Americas. Managing a team and building partnerships while promoting solutions.
BD Regional VP
Regional VP promoting financial products to Registered Reps in Arkansas & Oklahoma. Focusing on sales strategies, relationship building, and achieving targets in the financial services sector.
Vice President of Product – Learning Platforms
Vice President of Product leading learning technology strategy for CeriFi's platforms. Responsible for defining product vision and leading a high-performing product team.
VP, Sustainability Services
VP of Sustainability Services leading P&L performance at Environ Energy. Managing sustainability initiatives and driving client retention in a fully remote capacity.
Divisional Vice President, Enterprise Channels
Divisional Vice President overseeing enterprise channel growth in analytics solutions. Driving indirect sales and managing a team of channel managers across the Americas.
AVP, Technical Success
Lead Technical Success team at Mosaic Clinical Technologies, driving adoption and optimizing workflows. Ensure efficient deployments in radiology and build cross-functional partnerships.
Associate Vice President/Vice President – Partnership Development
AVP/VP for Partnership Development responsible for fostering strategic partnerships with universities. Leading initiatives to enhance enrollment and advance educational opportunities at Verto Education.
VP, Partner Distribution
VP leading Partner Distribution strategy for small business insurance at Coterie Insurance. Driving growth and performance through strategic partnerships and executive relationship management.
SVP, Client Delivery Executive
SVP managing comprehensive End-to-End revenue cycle outsourcing engagements for large health systems. Leading operational plans and policies for CorroHealth's diverse service offerings with client engagement.
Senior VPS Hosting Engineer
Senior VPS Hosting Engineer designing and scaling the infrastructure for Bluehost's hosting platform. Supporting shared, VPS, and dedicated environments while enhancing system performance and reliability.
Associate Vice President – Client Development
Associate VP, Client Development focused on engaging clients in wealth management solutions. Collaborating with wealth advisors to enhance client experience and drive AUM growth.