Lead Technical Account Manager

**** This is where you and your skills come in.
**** We’re currently looking for:
At Ring Central, our customers are at the heart of everything we do and delivering great customer service and experiences are at the center of every business initiative we drive. Our customers are at the heart of everything we do and building strong, long-lasting relationships is the key to our success.  As a Technical Account Manager, you should be passionate about building strong, long-lasting relationships.  

You will also need to possess a strong desire to develop an in depth understanding of the customer’s infrastructure, their systems, and the environment to ensure they are optimized for best performance with their Ring Central services. You will be a trusted technical advisor and must possess strong verbal and written communication skills.
* Managing customer expectations and experience to deliver high customer satisfaction and increase retention
* Communicating effectively with key leaders, including C-level executives, to listen and understand the business needs of the customer
* Seeing the bigger picture and proactively recommending new solutions or communicating changes to existing services that will impact the customer to help them meet their business needs
* Recommending network hardware, software, and platform-specific design elements
* Collaborating with internal departments to facilitate customer need fulfillment
* Maintaining updated knowledge of company products and services
* Managing multiple tasks and accounts, staying organized, and providing proactive service to customers
* Adapting to the pace of change and constant growth in the business, marketplace, and community as a whole
* Using Windows or similar software, including Excel, PowerPoint, and Word
* Handling multiple actions across multiple customers simultaneously with little to no oversight or direction
* Assessing solution specifications in light of customer requirements and recommending solution designs and changes that optimize value for both the customer and Ring Central
* Running projects that contain unified communication, contact center, and RingCX in a SaaS/UCaaS environment
* Managing multiple projects without losing effectiveness
* Balancing project management with daily work responsibilities, including time tracking, project status updates, and closure activities
* Becoming a personal driver of Ring Central initiatives, current and future
* Reporting daily, weekly, and monthly on activity status
* Project management - quarterbacking internal and external initiatives
* Developing strong customer relationships and serving as Ring Central's trusted partner
* Ensuring customer satisfaction by addressing technical demands, acting as a sales liaison, and including partners to better support premium Ring Central customers
* Partnering cross-functionally with professional services, sales, and marketing departments to create customer success that drives positive customer satisfaction and account growth
* Minimum 7+ years relevant Account Management work experience, preferably in the telecommunications or technical industry
* College graduate:
Bachelor's or associate degree in Business, Communication, or related field
* Strong customer service and interpersonal skills for dealing with different types of customers
* Time management and multitasking skills to handle multiple tasks and customers at once
* Ability to build rapport and collaborate with others within the company and externally
* 7 to 10 years of experience in VoIP technology, including SIP, RTP, quality of service, CoS, codecs, and network troubleshooting and terminology, including LAN/WAN, routers, firewalls, switches, PBX deployment, TCP/IP, DNS, etc.
* 5+ Experience working with in Contact products
* Experience building and adjusting RingCX products
* Strong and practical customer communication skills
* Experience working with
* 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.…