Director, Account Management

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Say hello to opportunities. If you're looking to be part of what's next in communication, you're in the right place. At RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio-AIR, AVA, and ACE-brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere. With $2.5B+ in ARR and $250M invested in R&D annually, we're building the future of AI-powered business communications. This is where you and your skills come in. We're currently looking for: A strategic, high-energy Director of Account Management to lead and scale our account management function. This isn't just about maintaining the status quo; it's about driving world-class service on behalf of our partners. You will be the bridge between our internal strategy and our external partners. Your mission is to ensure our team meets their retention targets, and identify growth opportunities within the existing customer base. Job Responsibilities: Team Management & Performance: You'll manage KPIs including Churn, CSAT, and response SLAs. Strategy & Playbook Development: Design and implement the "gold standard" for account management workflows. You'll create the scripts, email cadences, and escalation paths the outsourced team will use. Quality Assurance & Coaching : Conduct regular business reviews and "deep dives" into account health. You'll provide direct feedback to partner team leads to ensure the quality of communication meets our brand standards. Growth & Expansion: Oversee the identification of upsell and cross-sell opportunities and ensure a seamless handoff to internal teams when necessary. Data Analysis: Monitor account health reporting to predict churn risks and turn data into actionable insights . To succeed in this role you must have experience in: The Experience: 8+ years in Account Management or Customer Success, with at least 2-5 years in a leadership role. The Mindset: You are a "systems thinker." You enjoy building processes that allow others to succeed at scale. Communication Skills: You can influence people and you're a pro at delivering firm but constructive feedback. Analytical Rigor: You're comfortable in Salesforce (or similar CRM) and Excel, using data to tell a story and justify resource allocation. Core Competencies: Operational Excellence: you need to manage complex workflows across different time zones and cultures . Strategic Foresight: You don't just fix today's fires; you build the fireproofing for tomorrow Adaptability: Our environment moves fast- you need to pivot without losing momentum.

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