RingCentral

Customer Support

• Own the most complex engagements — those involving multiple product lines, deep integration requirements, regulatory constraints, or strategic retention stakes
• Lead multi-session engagement programs for large enterprise customers: discovery, architecture review, configuration assessment, optimization design, and findings delivery
• Produce executive-level health check presentations — translating technical findings into business risk and opportunity language for C-suite audiences
• Engage directly on at-risk or NPS-distressed accounts when technical depth is the determining factor in retention outcome
• Serve as the technical escalation point within your specialty lane for other SMEs
• Develop internal reference materials: architecture playbooks, integration patterns, configuration standards, and engagement templates
• Contribute to internal training on evolving product capabilities and emerging customer use cases
• Lead structured product feedback sessions with Product Management — synthesizing intelligence across multiple engagements into prioritized, evidence-backed input

Senior Subject Matter Expert, Customer Experience

• Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth
• Lead focused, time-bound engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations
• Conduct platform health checks — assessing how the customer has deployed RingCentral products against their stated business requirements
• Deliver findings professionally — written output and verbal presentation to technical leads and senior business stakeholders
• Document recurring product gaps, configuration limitations, and customer-requested capabilities observed across engagements
• Participate in product beta programs and early access initiatives within your specialty lane
• Maintain current, deep knowledge of your specialty lane across all three RingCentral business lines
• Contribute to internal playbooks, configuration guides, and reference materials for TSMs and fellow SMEs

Subject Matter Expert, Customer Experience

Support Engineer

• Lead day-to-day execution of the global technical support strategy across UCaaS, CCaaS, and AI product lines, ensuring strong customer outcomes and continuous improvement
• Manage and develop a high-performing global organization of 500+ support professionals across multiple regions and time zones
• Support the design, scaling, and delivery of Premium Support programs, including priority routing, proactive monitoring, and escalation frameworks
• Own and improve key support KPIs including TTR, CSAT, NPS, FCR, and SLA/SLO performance
• Drive operational rigor and technical excellence across SIP/VoIP, telephony, and SaaS support environments
• Partner closely with Product and Engineering to ensure customer feedback informs roadmap prioritization and issue resolution
• Collaborate with Sales, Customer Success, and Finance on support tiering, pricing models, and capacity planning
• Execute workforce planning, hiring, and talent development strategies to support business growth
• Leverage AI, automation, and tooling to improve efficiency, reduce case volume, and enhance the customer experience
• Engage with strategic customers and support leadership in QBRs and escalation scenarios

AVP, Technical Support

Call Center Representative

• Drive net-new logo acquisition and expand existing enterprise accounts within your territory
• Lead end-to-end sales cycles for Contact Center and AI-driven CX solutions
• Position the value of AI-powered customer engagement, including automation, agent assist, and analytics
• Develop and execute territory, account, and opportunity strategy plans
• Partner cross-functionally with sales engineering, product, and partners to deliver tailored solutions
• Engage and influence C-level and senior decision-makers with a value-based selling approach
• Own pipeline development, forecasting accuracy, and overall GTM execution for your territory
• Collaborate with channel and VAR partners to identify and close new business opportunities
• Act as a trusted advisor and customer advocate, ensuring long-term success and expansion
• Consistently meet or exceed quarterly and annual revenue targets

Enterprise Account Executive – Contact Center & AI

Vice President

• Own the Strategic Accounts NRR and GRR targets — full, unambiguous accountability for the retention and revenue health of the segment's book of business.
• Define the Strategic Accounts coverage model: which accounts are in the segment, how they are tiered, what the service standard is for each tier, and how the Principal / Sr. TSM / TSM layer is deployed within it.
• Develop the segment's annual operating plan: headcount, account assignment rationale, performance targets by tier, and investment priorities.
• Maintain a precise, current view of the segment's commercial health — renewal pipeline, at-risk clusters, expansion opportunity, and competitive displacement risk — and report it to the SVP accurately and without delay.
• Set the segment's NRR recovery strategy when accounts are at risk: cross-functional resource deployment, executive escalation pathways, and timeline accountability.
• Serve as the senior RingCentral post-sales executive in the segment's most strategically important accounts — not occasionally, not just at renewals.
• Build and maintain peer-level CXO and C-suite relationships across the Strategic Accounts portfolio — relationships that are independent of the assigned TSM and that provide the VP with direct intelligence about account health, competitive exposure, and strategic direction.
• Lead RingCentral's executive engagement program for Strategic Accounts: structured CXO touchpoints, executive advisory forums, customer advisory board membership, and joint business planning sessions with the customer's senior leadership.
• Personally lead the EBR for the segment's top-five accounts at least annually; participate in the EBR for the top-twenty at least semi-annually.
• Own the executive escalation pathway for Strategic Accounts: when a customer escalates to the CEO level, the VP, Strategic Accounts is the first internal executive who owns the response.
• Lead 2–3 Directors of Technical Success — Strategic Accounts, holding them accountable for team performance, Director-level customer engagement, and the development of their TSM pods.
• Maintain a close working relationship with Principal TSMs assigned to Strategic Accounts — the VP's most senior IC practitioners.
• The VP and Principal TSMs operate as a team at the top of the account pyramid; the VP provides organizational leverage and executive access, the Principal TSMs provide account depth and continuity.
• Coach Directors on how to lead through complex account situations, how to develop TSMs toward the Principal level, and how to use the VP's executive access strategically rather than reactively.
• Own succession planning for the segment: identify the next Director and the next VP-level candidate within the current team, and provide them with deliberate developmental exposure.
• Represent the Strategic Accounts segment in RingCentral's most senior internal forums — product roadmap reviews, pricing decisions, go-to-market strategy — as the voice of the company's most important customers.
• Partner with the Chief Revenue Officer and VP-level Sales counterparts on the segment's commercial strategy: joint account planning, renewal strategy for the largest accounts, and expansion opportunity development.
• Own the product feedback loop from Strategic Accounts to Product and Engineering — synthesizing field intelligence from the segment's most sophisticated, highest-stakes customers into prioritized, executive-level input that influences roadmap decisions.
• Partner with the global SME practice (AVP, SME) to ensure Strategic Accounts have priority access to RingCentral's deepest technical expertise, and that SME engagement quality in Strategic Accounts reflects the service standard the segment demands.
• Coordinate with UK/EMEA and AU/APAC RVPs on named global accounts — ensuring coverage is seamless, ownership is clear, and the customer experiences RingCentral as a single, coherent post-sales organization regardless of geography.
• Own the Strategic Accounts AI adoption agenda — ensuring every account in the segment has a documented, executive-sponsored AI transformation roadmap tied to their stated business strategy, not just a feature activation checklist.
• Engage personally with customer C-suite on RingCentral's Agentic AI and platform vision — positioning RingCentral as a strategic AI partner, not a communications vendor.
• Partner with Product and Solutions Engineering to bring early-access AI capabilities to Strategic Accounts, and to use Strategic Account feedback to shape the AI roadmap.

VP, Technical Success – Strategic Accounts

• Own the strategy, design, and performance of the SME practice across all specialty lanes and both Global and Manila tiers
• Define the engagement model: how TSMs request SME support, how engagements are scoped, staffed, quality-controlled, and reported
• Own the commercial evolution of the SME function — developing the pricing and packaging model (embedded, consumable, billable) in partnership with Finance and Revenue leadership
• Recruit, assess, and hire SMEs and Sr. SMEs — with a specific mandate to screen for real hands-on expertise, not credential inflation
• Design the technical assessment process: structured interrogation of past work, scenario-based technical interviews, peer review by Sr. SMEs
• Build the career framework and competency model for the SME discipline at all tiers — Global and Manila
• Foster a culture where depth of expertise is the currency — not tenure, not relationship skills, not seniority by title
• Own the AI fluency standard across the SME practice — ensuring the tiered AI requirement is embedded in hiring, onboarding, and ongoing development across all six lanes
• Stay current on RingCentral's AI product roadmap (NOVA, RingSense, ACE, IVA) and ensure SMEs are positioned ahead of customer AI adoption curves
• Partner with the Product AI team to ensure SMEs have early access to AI features, beta programs, and prompt engineering resources before they reach the field
• Own the strategic relationship between the post-sales SME organization and RingCentral Product across all three business lines
• Design and operate the formal product feedback loop — ensuring field intelligence reaches Product Management in a structured, prioritized, evidence-backed format
• Represent the SME practice in product councils, roadmap reviews, and beta advisory programs — as a voice with standing, not an observer
• Partner with the SVP, CX and peer leaders in Support Operations and the TSM organization to integrate the SME function into the CX delivery model
• Report SME practice performance in executive business reviews and contribute SME data to retention and NPS scorecards
• Engage directly in strategic account situations at the executive level when the account scope warrants AVP-level involvement

Senior Subject Matter Expert, Customer Experience

Subject Matter Expert, Customer Experience

AVP, Technical Support

Enterprise Account Executive – Contact Center & AI

VP, Technical Success – Strategic Accounts

AVP, Subject Matter Expert Practice