AVP Customer Loyalty
AVP of Customer Loyalty
Job Type: Full-time, Exempt
Location: Denver, CO
Department: Retention & Winback
RingCentral, Inc. is an award-winning global provider of cloud unified communications and collaboration solutions. More flexible and cost-effective than legacy on premise systems, RingCentral solutions empower today's mobile and distributed workforces to be connected anywhere and on any device through voice, video, team messaging, collaboration, SMS, conferencing, online meetings, contact center, and fax. RingCentral provides an open platform that integrates with today's leading business apps while giving customers the flexibility to customize their own workflows.
We are a $860M company, disrupting the $100B business communications and collaboration market (Avaya, Cisco, Microsoft) with a killer product (Gartner MQ Leader last 5 years) and rapid growth (34%). We are now pulling away from the competition and leaving them behind as we scale our product revenues and product capabilities. We are looking for outstanding talent to help us scale our revenues to $1b and beyond in the coming years.
Responsibilities:
- Customer lifecycle events (onboarding & retention) reporting of our entire customer base
- Identify, own, drive, the various customer loyalty initiatives in collaboration with the Sales and Support teams to preserve and improve customer experience & ultimately customer retention
- Actively engage with key senior level decision makers to identify customer requirements and uncover roadblocks to ensure on-time commitments
- Maintain and report accurate customer loyalty metrics including customer churn & adoption metrics aligned with company goals and objecties
- Negotiate, solve and improve current SMB customer escalations and improve processes to align with customer & company goals
- Partner with customer marketing team to lead effective and creative winback strategies and tactics through execution and reportin
- Communicate risk clearly and take the lead in developing proactive resolution strategies, escalating wherever appropriate
- Develop creative strategies to set customers up for future success by curating use-case recommendations and educating customers on relevant new features and opportunities to grow with RingCentral
Qualifications:
- 10+ years of customer experience background or customer retention (e.g., retail, service industry, SaaS account management)
- 10+ years of experience leading customer winback marketing programs
- Strong acumen of marketing related programs and campaigns centered around customer lifecycle management and customer loyalty initiatives
- 5+ years of developing and leading large teams
- Strong background of SaaS reporting metrics
- Proven track record of handing big data and synthesizing into executable strategies to improve performance
- Ability to connect the dots organizationally and influence stakeholders from various roles, levels, and profiles to drive collaboration and program excellence
- Strong acumen to approach work functions with empathy and a creative, problem-solving mindset
- Self-motivated, proactive, energetic team player
- Takes an active interest in increasing customer happiness and deepening customer relationships
- Extraordinary time, process & people management skills, ensuring nothing slips through the cracks
- Treats work like a craft, constantly honing and refining skills to adapt to an ever-changing landscape
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to Work as OneTM from any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral's open platform integrates with leading business apps and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral is an EEO/AA employer.