RVP Technical Success, AU/APAC

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take ownership of regional P&L results, encompassing NRR, GRR, PS delivery margin, and influence on SME retention.

• Act as the senior executive presence, fostering relationships with C-suite and VP-level stakeholders in strategic accounts.

• Manage the regional operating plan (including headcount, budget, and performance targets) while representing AU/APAC market insights in global CX leadership discussions.

• Lead the regional TSM organization, ensuring that each account has a designated owner and an Account Success Plan in place.

• Promote the adoption of RingCentral AI features across the AU/APAC region and personally handle high-risk executive escalations.

• Oversee the PS function, taking responsibility for delivery metrics such as on-time go-lives, customer satisfaction, and revenue/margin.

• Ensure smooth, structured transitions with documented context from PS to TSM after implementation.

• Collaborate with Sales on deal scoping to provide accurate estimates.

• Manage the SME function to ensure adequate specialty lane coverage.

• Relay structured, evidence-based regional product and market insights from the SME function to global CX and Product teams.

• Serve as the operational link between AU/APAC customer realities and global CX, Product, Engineering, and Support teams.

• Develop the regional talent strategy, encompassing hiring, performance management, and career development across all three functions.

• Foster a unified team culture among staff who are separated by geography and time zones.

⛳️ Requirements

• Over 10 years of post-sales leadership experience with a successful track record of managing geographically dispersed teams and achieving NRR/GRR targets while engaging with VP/C-suite level individuals.

• More than 5 years of experience in people leadership, managing teams that are spread across different time zones.

• Specific experience in the UCaaS or CCaaS sectors (e.g., RingCentral, NICE CXone, Genesys, Five9, Zoom, or similar platforms).

• Familiarity with Professional Services (PS) functions, including understanding PS economics and managing the transition to Customer Success/TAM.

• Strong commercial acumen for renewal forecasting, recognizing churn risk, and collaborating effectively with Sales.

• Experience in managing offshore or nearshore delivery teams (particularly in Manila or similar locations) and developing internal talent pipelines.

• Direct professional experience in the AU/APAC market, with knowledge of local regulatory frameworks (e.g., Australian Privacy Act) and a well-established professional network.

• Prior leadership of an SME or specialty technical practice, including an understanding of the pull-in model and engagement economics.

• Knowledge of the competitive landscape in APAC (e.g., Telstra, Optus, Microsoft Teams Direct Routing).

• Experience in scaling a Customer Experience organization into an integrated TSM, SME, and PS model.

• A Bachelor's degree in Business, Technology, Engineering, or a related field.

• Preferred: An advanced degree (MBA or equivalent).

🏝️ Benefits

• Healthcare reimbursement

• Group life insurance and group salary continuation

• Superannuation Fund

• Employee Stock Purchase Plan (ESPP)

• Supplemental Business Travel Medical

• Employee Assistance Program (EAP) providing 24/7 counseling sessions

• On-demand digital 1:1 wellness coaching

• Mobile and internet reimbursement

• Leave entitlements, including paid time-off, personal/carer's leave, and paid holidays