Technical Success Manager

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

📋 Description

• Take ownership of a designated post-sale portfolio, serving as the primary point of accountability for customer success with RingCentral’s UCaaS, CCaaS, and Agentic AI platforms.

• Establish and nurture executive relationships with VP, SVP, and C-suite stakeholders.

• Create and maintain account maps that include contacts, decision-makers, champions, and detractors.

• Advocate for customer interests, priorities, and concerns within the organization.

• Lead quarterly Executive Business Reviews, encompassing preparation, presentation, facilitation, action-item tracking, and follow-up.

• Develop and sustain Account Success Plans that outline goals, milestones, risks, commitments, and adoption targets.

• Ensure renewal readiness at least 90 days prior to renewal and collaborate with Sales on value discussions without negotiating contracts.

• Proactively identify risks and flag accounts that may be at risk.

• Maintain an understanding of customer deployments, configurations, integrations, users, issues, and change history.

• Oversee case portfolios, ticket aging, escalations, and adherence to SLAs.

• Assist in critical incidents through bridge calls, proactive technical communications, and executive summaries.

• Review post-incident Root Cause Analyses and convey the customer perspective.

• Promote the adoption of RingCentral AI capabilities and translate them into quantifiable business outcomes.

• Maintain documented roadmaps for AI adoption.

• Identify and foster relationships with customer champions at operational, management, and executive levels.

• Represent the customer’s voice in Product, Engineering, and Support discussions.

• Ensure CRM hygiene by logging interactions, health scores, risks, and action items within 24 hours.

⛳️ Requirements

• 5–8 years of experience in a customer-facing post-sales role such as Customer Success Manager, Technical Account Manager, Solutions Consultant, or Technical Account Executive.

• Background in a SaaS, UCaaS, or CCaaS environment.

• Proven experience managing complex enterprise B2B accounts with high ARR, multi-stakeholder frameworks, and technically sophisticated environments.

• Experience in managing executive relationships with VP and C-suite stakeholders.

• Capability to independently prepare and deliver executive-level business reviews or QBRs.

• Strong technical credibility with customer IT teams.

• Excellent written and verbal communication skills, particularly for executive briefings.

• Proficiency in Salesforce or an equivalent CRM with disciplined data management.

• Working knowledge of VoIP architecture, SIP trunking, PSTN connectivity, and cloud telephony.

• Understanding of QoS, jitter, latency, bandwidth planning, and voice-quality failure modes.

• Familiarity with Active Directory/Azure AD, SSO/SAML, and provisioning patterns.

• Knowledge of RingCentral RingEX (MVP), RingCX, RingSense/ACE, NOVA, and AI Receptionist.

• Understanding of contact center architecture, ACD routing, IVR/IVA, omnichannel delivery, and queue management.

• Familiarity with workforce management concepts including scheduling, adherence, forecasting, and real-time monitoring.

• Knowledge of contact center reporting, KPI frameworks, BI integrations, and operational analytics.

• Awareness of the competitive CCaaS landscape.

• Knowledge of conversational AI, virtual agents, intent classification, dialogue management, fallback handling, and live-agent handoffs.

• Familiarity with AI-assisted agent tools including transcription, summarization, next-best-action, and sentiment scoring.

• Understanding of CRM integration patterns with Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics.

• Functional knowledge of REST, webhooks, and OAuth.

• Knowledge of the Microsoft 365 and Google Workspace ecosystems, including Teams integration, co-existence models, and identity federation.

• Preferred: prior experience with UCaaS or CCaaS platforms.

• Preferred: experience in account recovery, post-incident relationship repair, and competitive displacement.

• Preferred: familiarity with Gainsight, Totango, Vitally, or similar tools.

• Preferred: CCNA, AWS Solutions Architect, or equivalent UCaaS/CCaaS certification.

• A Bachelor’s degree in Business, Computer Science, Information Systems, or equivalent professional experience is preferred.

🏝️ Benefits

• Comprehensive medical, dental, vision, disability, and life insurance.

• Health Savings Account (HSA).

• Flexible Spending Accounts (FSAs).

• Commuter benefits.

• 401K match.

• Employee Stock Purchase Plan (ESPP).

• Paid time off.

• Paid sick leave.

• Paid parental and pregnancy leave.

• New parent gift boxes.

• Family-forming benefits (IVF, Preservation, Adoption, etc.).

• Emergency backup care (Child/Adult/Pets).

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

• Free legal services for legal advice, document creation, and estate planning.

• Employee referral bonus program.

• Assistance for student loan refinancing.

• Employee perks and discounts program.

• Variable pay eligibility.

• Equity opportunities.

• Comprehensive benefits including health and wellness, 401k, ESPP, vacation, and parental leave.