Director, Account Management
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Job Description
Director of Account Management at RingCentral leading account management function to enhance customer experiences. Driving retention targets and identifying growth opportunities in client relationships.
Responsibilities:
- Manage KPIs including Churn, CSAT, and response SLAs
- Design and implement the 'gold standard' for account management workflows
- Create scripts, email cadences, and escalation paths for the outsourced team
- Conduct regular business reviews and 'deep dives' into account health
- Provide direct feedback to partner team leads to ensure quality of communication
- Oversee identification of upsell and cross-sell opportunities and ensure a seamless handoff to internal teams
- Monitor account health reporting to predict churn risks and turn data into actionable insights
Requirements:
- 8+ years in Account Management or Customer Success, with at least 2-5 years in a leadership role
- Systems thinker who enjoys building processes that allow others to succeed at scale
- Comfortable in Salesforce (or similar CRM) and Excel, using data to tell a story and justify resource allocation
- Manage complex workflows across different time zones and cultures
- Ability to build fireproofing for tomorrow and adapt to a fast-moving environment
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
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