Director, Account Management
Core
Strategic leadership for Global Service Provider end customers, owning the post-sale journey, revenue metrics, and offshore call center operations.
Role type
Director, Account Management & Customer Success
Builds
Revenue growth (renewals, upsells, cross-sells) and AI-integrated customer success workflows for RingCentral's agentic voice AI portfolio.
Domain
Business Communications / AI-powered Voice AI
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Account Management, Customer Success, Team Leadership, Revenue Management, Churn Reduction, Upsell Strategy, Offshore Team Management, Salesforce, Data Analysis, KPI Design, Escalation Management
Preferred skills
Systems Thinking, AI Integration, Cross-cultural Management, Strategic Foresight
Technologies
Salesforce, Excel, AI tools
Responsibilities
Own and exceed targets for Churn, Downsell, and Upsell; Design and execute strategies for cross-sell and upsell opportunities; Manage the end-to-end renewal pipeline and forecast accurately; Recruit, mentor, and develop a high-performing global team of onshore AMs/CSMs and offshore support agents; Proactively identify opportunities to integrate AI tools into CS and Account Management workflows; Serve as the senior executive point of contact for critical customer escalations; Directly manage, scale, and optimize the offshore Customer Success call center/BPO operations.
Seniority
Director, strategic leadership