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Director of Customer Loyalty

| Greater Denver Area

Director 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:

  • You will own the lifecycle events (onboarding & retention) reporting of our entire customer base
  • You will identify, own, drive, the various customer loyalty initiatives in collaboration with the various account teams to preserve and improve customer experience & ultimately customer retention
  • You will actively engage with key decision makers to identify customer requirements and uncover roadblocks to ensure on-time commitments
  • You will maintain and report an accurate customer loyalty metrics including customer churn & adoption metrics
  • You will negotiate, solve and improve current customer escalations and improve processes to align with customer & company goals
  • You will discover and identify upsell/cross-sell opportunities through an analytical approach to the customer base
  • You will communicate risk clearly and take the lead in developing resolution strategies, escalating wherever appropriate
  • You will help lead the voice of the customer and collect feedback to drive continuous improvement across all areas including product, marketing, services & account management
  • You will 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:

  • 6+ years of customer experience background or customer retention (e.g., retail, service industry, SaaS account management)
  • Strong background of SaaS reporting metrics
  • Big Data and critical thinking ability
  • Proven ability to discover, prioritize & critical thinking
  • Project Management experience
  • Ability to connect the dots organizationally and influence stakeholders from various roles, levels, and profiles to drive collaboration and program excellence
  • Approaches work 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 One 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 EEOC employer.


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Technology we use

  • Product
  • Sales & Marketing
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    • SalesforceCRM

Location

We are located in the Denver Tech Center.

What are RingCentral Perks + Benefits

Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
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