RVP Technical Success, AU/APAC

RingCentral

RVP Technical Success responsible for post-sales leadership and customer experience in AU/APAC. Overseeing strategy across Technical Success and Professional Services functions with a focus on revenue retention.

Posted 7/1/2026full-timeRemote • 🇦🇺 AustraliaLeadWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

10+ years of post-sales leadership experience managing geographically distributed teams, with a proven track record of achieving NRR/GRR targets and managing VP/C-suite level relationships.
5+ years of people leadership experience, managing geographically distributed teams across time zones.
Specific background in the UCaaS or CCaaS space (e.g., RingCentral, NICE CXone, Genesys, Five9, Zoom, or comparable platform experience).
Experience with Professional Services (PS) functions, including knowledge of PS economics and managing the handoff model to Customer Success/TAM.
Strong commercial instincts for renewal forecasting, identifying churn risk, and effective partnership with Sales.
Experience managing offshore or nearshore delivery teams (specifically Manila or similar) and developing internal talent pipelines.
Direct professional experience in the AU/APAC market, including familiarity with local regulatory requirements (e.g., Australian Privacy Act) and an established professional network.
Previous leadership of an SME or specialty technical practice, including familiarity with the pull-in model and engagement economics.
Knowledge of the APAC competitive landscape (e.g., Telstra, Optus, Microsoft Teams Direct Routing).
Experience scaling a Customer Experience organization into an integrated TSM, SME, and PS model.
Bachelor's degree in Business, Technology, Engineering, or a related field.
Preferred: Advanced degree (MBA or equivalent).

Benefits

Comp & perks

Healthcare reimbursement
Group life insurance and group salary continuation
Superannuation Fund
Employee Stock Purchase Plan (ESPP)
Supplemental Business Travel Medical
Employee Assistance Program (EAP) with 24/7 counseling sessions
On-demand digital 1:1 wellness coaching
Mobile and internet reimbursement
Leave entitlements, paid time-off, personal/carer's leave, paid holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

NRR ManagementGRR ManagementProfessional Services EconomicsCustomer Success ManagementRenewal ForecastingChurn Risk IdentificationTeam Performance ManagementAccount Success PlanningDelivery Metrics ManagementTalent Development

Soft Skills

C-Suite Relationship BuildingTeam Culture DevelopmentOperational BridgingEffective CommunicationStrategic Partnership

Certifications

Bachelor's Degree in BusinessBachelor's Degree in TechnologyBachelor's Degree in EngineeringAdvanced Degree (MBA Preferred)