Senior Account Executive, Insurance
InvoiceCloud, Inc.
CloudSFDC
Lead Technical Account Manager
RingCentral
full-time
Posted on:
Origin: • 🇺🇸 United States • Colorado
Visit company websiteSalary
💰 $85,400 - $122,000 per year
Job Level
Senior
Tech Stack
CloudSFDC
About the role
- Build strong, long-lasting relationships as a Technical Account Manager and act as a trusted technical advisor
- Develop an in depth understanding of the customer’s infrastructure, systems, and environment to optimize performance with RingCentral services
- Manage customer expectations and experience to deliver high customer satisfaction and increase retention
- Communicate effectively with key leaders, including C-level executives, to understand business needs
- Proactively recommend new solutions or communicate changes to existing services impacting the customer
- Recommend network hardware, software, and platform-specific design elements
- Collaborate with internal departments to facilitate customer need fulfillment
- Maintain updated knowledge of company products and services
- Manage multiple tasks and accounts, staying organized, and providing proactive service
- Assess solution specifications against customer requirements and recommend designs and changes
- Run projects containing unified communication, contact center, and customer experience solutions in a SaaS/CCaaS environment
- Manage multiple projects without losing effectiveness and balance project management with daily responsibilities
- Report daily, weekly, and monthly on activity status and quarterback internal/external initiatives
- Develop strong customer relationships, serve as RingCentral's trusted partner, and ensure customer satisfaction by addressing technical demands
- Partner cross-functionally with professional services, sales, and marketing to create customer success that drives account growth
Requirements
- Minimum 7+ years relevant Account Management work experience, preferably in the telecommunications or contact center technology industry
- College graduate: Bachelor's or associate degree in Business, Communication, or related field
- 7 to 10 years of experience in contact center technology, including omnichannel routing, workforce management, quality management, analytics, and reporting systems
- 5+ Experience working with RingCentral Contact Center products
- Experience building and configuring contact center solutions
- Experience working with Salesforce.com
- Strong analytical skills with the ability to identify, analyze, interpret, and solve both practical and highly complex problems
- Excellent computer skills, including extensive spreadsheet knowledge and word processing. Windows-based software and Excel are required. Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred
- Strong customer service and interpersonal skills
- Time management and multitasking skills
- Ability to build rapport and collaborate
- High level of empathy; excellent soft skills and customer service best practices
- Ability to pick up and retain a wide breadth of knowledge
- Consistent follow-through and ability to meet deadlines
- Exceptional prioritization skills
- Agility and adaptability
- Self-motivation and ability to drive projects to completion
- Ability to maintain confidentiality and professionalism
- Experience and comfort interacting with and influencing C-level executives
- Strong written and verbal communication skills
- Excellent presentation skills
- Ability to lead, manage, or influence both internal RingCentral resources and customer resources
- Knowledge of contact center operations, call flows, agent management, and performance optimization
- Strong knowledge of cloud-based contact center solutions (CCaaS), customer experience platforms, and omnichannel support technologies
