Customer Success Specialist II, UM [Remote]

Customer Success Specialist II, UM

It’s not everyday that you consider starting a new career. We’re Acquire BPO, and we’re happy that someone as talented as you is considering this role. First, a little about our client: RingCentral is a $2 Billion+ annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. They invest more than $250 million annually to ensure their AI-enabled technology and platforms meet or exceed the needs of customers. 

RingSense AI is RingCentral’s proprietary AI solution. It’s designed to fit the business needs of customers, orchestrated to be accurate and precise, and built on the same open platform principles that RingCentral applies to their core software solutions.

This is where you and your skills come in. We’re currently looking for a Customer Success Specialist II, UM: 

As a Customer Success Specialist II, UM, your primary responsibility will be to provide comprehensive support to stakeholders in managing and nurturing customer relationships. In this role, you will ensure the satisfaction and retention of clients through proactive engagement and effective problem-solving. Key tasks associated with this role include:

Job Responsibilities:

• Develop and maintain strong relationships with stakeholders to address customer concerns promptly and effectively.

• Provide inbound retention support and reactive account management services to mitigate customer churn and foster loyalty.

• Act as an account champion by proactively engaging clients through outbound communication and management efforts.

• Gather customer feedback, share valuable insights with internal teams such as Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering, and collaborate on improvement initiatives.

• Work with CSMs to address a variety of account-related inquiries, including contract details, device returns, and shipping concerns.

• Facilitate and coordinate financial responsibilities, such as processing refunds, managing tax exemption requests, and evaluating credit limit increases.

• Assist with account renewals by preparing comprehensive pricing sheets outlining current entitlements, billing information, and potential upsell opportunities.

• Review, audit, and advise on churn and downsell situations, ensuring all necessary information is accurate and complete before submitting for approval.

• Continuously enhance customer relationships by building trust, addressing their unique needs, and actively seeking opportunities to exceed expectations.

• Monitor customer health scores, identify potential risks, and develop tailored strategies to promote account growth and improve customer satisfaction.

• Maintain accurate and up-to-date customer records in the CRM system to ensure seamless communication and handoffs between internal teams.

• Stay informed about industry trends, product updates, and competitive landscapes to offer valuable insights and recommendations to customers.

• Participate in ongoing training and development opportunities to enhance your skills and contribute to the growth of the Customer Success team.

Desired Qualifications:

• 3+ yrs. direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company.

• Proven experience building strong customer relationships with IT and business executive stakeholders and efficiently communicating internal and external voices. 

• Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers 

• Strong skills in verbal and written communications, strategic planning, and project management with the ability to adapt conversations for technical and non-technical audiences. 

• Knowledge and experience with Salesforce.

What we offer:

• Comprehensive HMO package (medical and dental)

• Personal Time Off Leaves

• Quarterly Performance Bonus

• Employee Assistance and Wellness Programs

RingCentral’s Customer Success works collaboratively to provide cohesive support and strategy that build, nurture and lead all aspects of the business. RingCentral has become the leading global cloud-based communications provider because it is not just selling solutions; it is changing the nature of communications. 

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: RingCentral is committed to hiring and retaining great people because you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

About RingCentral/Acquire BPO

RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Acquire BPO is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its off-shore partner Acquire Asia Pacific Philippines, Inc.