[Remote] Director, Account Management

Note: The job is a remote job and is open to candidates in USA. RingCentral is a global leader in agentic voice AI–powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. They are seeking a strategic and high-energy Director of Account Management to lead and scale their account management function, focusing on driving world-class service and ensuring retention targets are met while identifying growth opportunities within the existing customer base.

Responsibilities

• You’ll manage KPIs including Churn, CSAT, and response SLAs
• 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
• 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
• Oversee the identification of upsell and cross-sell opportunities and ensure a seamless handoff to internal teams when necessary
• Monitor account health reporting to predict churn risks and turn data into actionable insights

Skills

• 8+ years in Account Management or Customer Success, with at least 2-5 years in a leadership role
• You are a 'systems thinker.' You enjoy building processes that allow others to succeed at scale
• You can influence people and you're a pro at delivering firm but constructive feedback
• You're comfortable in Salesforce (or similar CRM) and Excel, using data to tell a story and justify resource allocation
• You need to manage complex workflows across different time zones and cultures
• You don't just fix today's fires; you build the fireproofing for tomorrow
• Our environment moves fast- you need to pivot without losing momentum

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

Company Overview

Company H1B Sponsorship