RingCentral

Vice President

• Own regional P&L outcomes, including NRR, GRR, PS delivery margin, and SME retention influence.
• Serve as the senior executive presence, cultivating C-suite and VP-level relationships with strategic accounts.
• Own the regional operating plan (headcount, budget, performance targets) and represent AU/APAC market intelligence in global CX leadership forums.
• Lead the regional TSM organization, ensuring every account has a named owner and Account Success Plan.
• Drive RingCentral AI feature adoption across the AU/APAC base and personally engage in high-risk executive escalations.
• Lead the PS function, owning delivery metrics (on-time go-lives, customer satisfaction, revenue/margin).
• Ensure clean, structured handoffs with documented context from PS to TSM post-implementation.
• Partner with Sales on deal scoping to guarantee accurate estimates.
• Manage the SME function to ensure specialty lane coverage.
• Channel structured, evidence-backed regional product and market feedback from the SME function into global CX and Product teams.
• Act as the operational bridge between AU/APAC customer realities and global CX, Product, Engineering, and Support teams.
• Own the regional talent strategy: hiring, performance management, and career development for all three functions.
• Build a cohesive team culture across geographically and time-zone separated staff.

RVP Technical Success, AU/APAC

Art Director

• Own and continuously improve end-to-end creative intake, prioritization, planning, and delivery processes
• Manage and optimize Monday.com workspaces, automations, dashboards, forms, dependencies, and reporting
• Define and evolve SLAs, governance, review cycles, and scalable operational frameworks
• Ensure projects move efficiently from intake through delivery while maintaining quality and realistic timelines
• Partner with Creative leadership to identify bottlenecks and implement process improvements
• Support capacity planning, resource allocation, workload balancing, and production forecasting across multiple creative disciplines
• Track risks, dependencies, blockers, and delivery timelines for high-priority initiatives
• Coordinate operational readiness for integrated campaigns, product launches, executive programs, and events
• Manage external agencies, freelancers, and production vendors, including onboarding and operational coordination
• Identify opportunities to streamline creative operations through AI and automation
• Build and maintain workflows using AI-enabled tools to reduce repetitive work and increase team efficiency
• Partner with creative teams to evaluate, pilot, and adopt new technologies that improve content production and operational scalability
• Help establish best practices, documentation, and governance for responsible AI usage across creative workflows
• Own the administration and optimization of creative operations platforms, with deep expertise in Monday.com
• Maintain templates, automations, dashboards, documentation, asset libraries, and operational standards
• Drive adoption of scalable self-service systems and standardized workflows
• Continuously improve reporting, visibility, and operational health across the organization
• Act as the operational bridge between Creative and cross-functional partners including Product Marketing, Demand Generation, Web, Events, Content, Communications, and Leadership
• Lead project kickoffs, planning sessions, operational reviews, and stakeholder communications
• Ensure requirements, timelines, approvals, and deliverables remain aligned throughout production
• Translate complex business needs into clear, actionable creative workflows
• Develop dashboards and executive reporting that provide visibility into project volume, throughput, SLA performance, resource utilization, and team capacity
• Analyze operational trends and recommend improvements based on data
• Measure the impact of automation, AI adoption, and process enhancements

Creative Operations Manager

Account Executive

• Own and exceed targets for Churn and Downsell as well as Upsell.
• Design and execute strategies to identify cross-sell and upsell opportunities within the existing customer base.
• Manage the end-to-end renewal pipeline, forecasting accurately and intervening on high-risk accounts.
• Partner closely with our Global Service Providers Sales teams to align, execute, and manage expansion and recontracting strategies.
• Develop, track, and enforce comprehensive Key Performance Indicators (KPIs) and service level agreements (SLAs) across all customer-facing teams.
• Design and implement Management by Objectives (MBO) plans and commission structures for onshore CSMs and Account Managers to tie individual performance directly to revenue and retention goals.
• Recruit, mentor, and develop a high-performing, unified global team of onshore AMs/CSMs and offshore support agents.
• Proactively identify opportunities to integrate AI tools and automation into the CS and Account Management workflows.
• Implement AI-driven solutions within the offshore call center to improve agent efficiency.
• Leverage AI analytics to uncover deep product adoption trends, health scores, and actionable customer insights at scale.
• Develop playbooks to drive user engagement, time-to-value, and deep product adoption.
• Serve as the senior executive point of contact for critical customer escalations, ensuring swift resolution and restoring customer trust.
• Monitor customer health scores and proactively design intervention programs for at-risk accounts.
• Directly manage, scale, and optimize our offshore Customer Success call center / BPO operations.
• Define, track, and enforce key performance indicators (KPIs) and service level agreements (SLAs) for the offshore team.
• Implement robust Quality Assurance (QA) and training programs to ensure the offshore team delivers a seamless, on-brand customer experience.
• Foster a unified culture between onshore Account Managers and offshore support agents.
• Recruit, mentor, and develop a high-performing team of CSMs and Account Managers.

Director, Account Management

Account Manager

• Manage KPIs including Churn, CSAT, and response SLAs
• Design and implement the 'gold standard' for account management workflows
• Create scripts, email cadences, and escalation paths for the outsourced team
• Conduct regular business reviews and 'deep dives' into account health
• Provide direct feedback to partner team leads to ensure quality of communication
• Oversee identification of upsell and cross-sell opportunities and ensure a seamless handoff to internal teams
• Monitor account health reporting to predict churn risks and turn data into actionable insights