{"id":190841,"url":"https://alion.io/job/ringcentral-technical-success-manager","title":"Technical Success Manager","company":{"id":58779,"name":"RingCentral","domain":"ringcentral.com","url":"https://alion.io/company/ringcentral","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":14,"ghost_share":0,"stale_share":0.786,"repost_share":0,"time_to_fill_p50_days":40,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":110000,"max_usd":200000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":832},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Active Directory","optional":false},{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Google Workspace","optional":false},{"name":"Incident Management","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-09-02T14:23:54Z","employer_posted_date":"2026-09-02","last_verified_at":"2026-10-29T05:19:54Z","board_verified":true,"closed_at":null,"days_open":56,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":56},"description":"Say hello to opportunities.\nIf you’re looking to be part of what’s next in communication, you’re in the right place.\nAt RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio-AIR, AVA, and ACE-brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere.\nWith $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications.\nThe Technical Success Manager (TSM) is RingCentral's unified post-sales relationship owner - the deliberate merger of the Customer Success Manager (CSM) and Technical Account Manager (TAM) functions into a single, high-accountability role. The TSM is a dedicated customer advocate who entirely owns the post-sales customer relationship and is fully accountable for all success and operational outcomes. Large, complex, high-ARR accounts require one authoritative voice who understands their business at the executive level and their platform at the architecture level.\nThe TSM is funded through a customer-paid service agreement, meaning their mandate is pure advocacy. They do not carry a sales quota, do not upsell, and do not negotiate renewals. Their focus is to ensure that every assigned customer is successful, healthy, and renewal-ready. Commercial outcomes (retention and expansion) are the natural consequence of doing that job excellently.\nCore Responsibilities\nAccount Ownership & Relationship Management\nOwn an assigned portfolio post-sale, serving as the sole named point of accountability for each customer's success with RingCentral's UCaaS, CCaaS, and Agentic AI platforms.\nBuild and maintain multi-threaded executive relationships within each account (VP, SVP, and C-suite level), ensuring RingCentral is embedded in the customer's strategic planning.\nDevelop and actively maintain a documented account map detailing key contacts, decision-makers, champions, and detractors.\nBe the customer's internal advocate, representing their interests, priorities, and concerns in every internal RingCentral conversation.\nExecutive Business Reviews (EBRs)\nLead quarterly EBRs presenting a structured business value narrative: ROI realized, product utilization benchmarks, platform health, open risk items, and a forward-looking joint success plan.\nOwn the EBR lifecycle from preparation through execution and follow-through - building the deck, facilitating the meeting, capturing action items, and closing commitments.\nEnsure 100% of assigned accounts receive an EBR on cadence every quarter without exception.\nSuccess Planning & Renewal Readiness\nCreate and maintain a living Account Success Plan (ASP) for each customer, containing documented goals, milestones, risks, joint commitments, and adoption targets.\nDrive renewal readiness by ensuring every assigned account is health-scored, outcome-validated, and commercially aligned at least 90 days prior to renewal.\nPartner with Sales at the appropriate time on renewals, providing a clear health narrative and supporting the value conversation without participating in contract negotiations.\nFlag at-risk accounts early through proactive risk identification rather than waiting for lagging churn indicators.\nTechnical Oversight & Incident Management\nMaintain a working understanding of each customer's RingCentral deployment: platform configuration, integration points, user footprint, open issues, and recent change history.\nMonitor the case portfolio for assigned accounts to track aging tickets, escalation status, and SLA adherence.\nDuring critical incidents, outages, or major bugs: join bridge calls, communicate proactively with customer technical leads, and provide executive-level summaries to customer leadership.\nReview post-incident Root Cause Analyses (RCAs) for accuracy and completeness, representing the customer's perspective in post-incident reviews.\nAI Adoption & Platform Value\nActively drive adoption of RingCentral's AI capabilities, including NOVA, RingSense/ACE, AI Receptionist, and RingCX AI features.\nTranslate AI platform capabilities into specific, measurable business outcomes for each customer.\nEnsure every assigned account has a documented AI adoption roadmap as part of their Account Success Plan.\nChampion Development & Cross-Functional Collaboration\nIdentify, cultivate, and maintain customer champions at multiple levels, including operational power users, mid-level managers, and executive sponsors.\nServe as the voice of the customer in internal forums (Product, Engineering, Support) to ensure feedback influences the product roadmap and operational changes.\nMaintain disciplined CRM hygiene, logging all customer interactions, health scores, risk flags, and action items within 24 hours.\nTechnical Knowledge & Platform Fluency\nThe TSM does not need to be a network engineer, but they must be technically credible and able to engage fluently with a customer's IT Director and CIO without requiring translation.\nUCaaS Fundamentals\nVoIP architecture, SIP trunking, PSTN connectivity, and cloud telephony fundamentals.\nNetwork considerations for voice quality: QoS, jitter, latency, bandwidth planning, and common failure modes.\nDirectory integration: Active Directory/Azure AD, SSO/SAML, and provisioning patterns.\nRingCentral product portfolio: RingEX (MVP), RingCX, RingSense/ACE, NOVA, and AI Receptionist.\nCCaaS & Contact Center\nContact center architecture: ACD routing, IVR/IVA design, omnichannel delivery (voice, chat, email, social), and queue management.\nWorkforce management concepts: scheduling, adherence, forecasting, and real-time monitoring.\nContact center reporting: KPI frameworks (FCR, AHT, CSAT, ASA), BI integrations, and operational analytics.\nFamiliarity with the competitive CCaaS landscape (e.g., NICE CXone, Genesys, Five9, Zoom) sufficient to contextualize RingCentral's positioning.\nAgentic AI & Automation\nConversational AI and virtual agent concepts: intent classification, dialogue management, fallback handling, and live agent handoffs.\nAI-assisted agent tools: real-time transcription, auto-summarization, next-best-action, and sentiment scoring.\nRingCentral NOVA and RingSense/ACE capabilities - deployment patterns, use case mapping, and outcome measurement.\nIntegrations & Ecosystem\nCRM integration patterns: Salesforce, ServiceNow, Zendesk, Microsoft Dynamics - screen pop, activity logging, and workflow triggers.\nAPI concepts at a functional level: REST, webhooks, and authentication (OAuth) sufficient to facilitate conversations between customer IT and RingCentral engineering.\nMicrosoft 365 and Google Workspace ecosystem context: Teams integration, co-existence models, and identity federation.\nExperience & Qualifications\nRequired\n5-8 years in a customer-facing post-sales role (CSM, TAM, Solutions Consultant, or Technical Account Executive) within a SaaS, UCaaS, or CCaaS environment.\nDemonstrated track record managing complex Enterprise B2B accounts with high ARR, multi-stakeholder structures, and technically sophisticated environments.\nProven executive relationship management experience working directly with VP and C-suite stakeholders.\nExperience independently preparing and delivering executive-level business reviews or QBRs.\nAbility to operate with strong technical credibility alongside customer IT teams.\nExcellent written and verbal communication skills tailored for executive briefings.\nSalesforce or equivalent CRM profici ency with disciplined data hygiene.\nPreferred\nPrior experience specifically with UCaaS or CCaaS platforms (RingCentral, NICE CXone, Genesys, Five9, Zoom, or comparable).\nExperience navigating account recovery: at-risk accounts, post-incident relationship repair, and competitive displacement responses.\nFamiliarity with customer success tooling (Gainsight, Totango, Vitally, or equivalent).\nTechnical certification such as CCNA, AWS Solutions Architect, or an equivalent UCaaS/CCaaS certification\nBachelor's degree in Business, Computer Science, Information Systems, or equivalent professional experience.\n\nWhat we offer:\nComprehensive medical, dental, vision, disability, life insurance\n\nHealth Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits\n\n401K match and ESPP\n\nPaid time off and paid sick leave\n\nPaid parental and pregnancy leave and new parent gift boxes\n\nFamily-forming benefits (IVF, Preservation, Adoption etc.)\n\nEmergency backup care (Child/Adult/Pets)\n\nEmployee Assistance Program (EAP) with counseling sessions available 24/7\n\nFree legal services that provide legal advice, document creation and estate planning\n\nEmployee bonus referral program\n\nStudent loan refinancing assistance\n\nEmployee perks and discounts program\n\nRingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.\nAbout RingCentral\nRingCentral is a global leader in agentic voice AI-powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. As the communications layer connecting businesses and customers, RingCentral is the front door of business communication and is in the advantageous position to apply AI at every phase of the conversation journey - before, during, and after each interaction. Our agentic AI portfolio includes autonomous voice-first AI agents that automate calls, assist in the moment, and analyze every interaction - enabling businesses to work smarter, respond faster, and connect more meaningfully with their customers. Visit ringcentral.com to learn more.\nRingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.\nIf you are hired, the compensation range for this position is between $90,000 and $144,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.\nThis posting is pursuant to and is in compliance with the applicable federal rules of the U.S. Department of Labor regulations. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! 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