AVP of Professional Services

Say hello to opportunities.

It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

RingSense AI is our proprietary AI solution. It's designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

Job Description

The AVP of Professional Services, will be responsible for the strategic and operational elements of our technical delivery teams. Developing our strategy to grow the organization and building upon its operational excellence while aligning to the enterprise roadmap and go to market approach. Provides the first-level of supervision to a staff of Professional Services and oversees their activities to assure that the company and customers are provided the best technical delivery support and expertise. Provides support and coaching to staff to meet customer's current and emerging communication needs. Supports sales acquisition of new customers, and helps increase account penetration into the existing customer base by supporting the team to deliver innovative and creative technical design, and represent the company solutions to prospects. Influences process and product improvement initiatives by removing barriers and modifying or enhancing current processes.

Essential Functions

• Team Leadership & Development:

  • Build and lead high-performing teams, hiring and retaining top talent in appropriate roles.

  • Manage team goals, delegate work effectively, hold reports accountable, and empower direct reports to make decisions.

  • Cultivate a culture of inclusivity, customer centricity, teamwork, and collaboration.

  • Develop and empower direct reports to make decisions and take action.

• Strategic Planning & Direction:

  • Develop and implement long-term product strategies related to Contact Center services.

  • Provide strategic direction for Contact Center service offerings and packages globally.

  • Contribute to the development of a growth strategy for the Professional Services team in the global market.

  • Collaborate with sales leadership on strategic international expansion plans.

• Operational Management:

  • Manage operational aspects of Professional Services, including Contact Center delivery teams.

  • Ensure high-quality technical sales support and expertise for Contact Center solutions.

  • Lead the implementation of Professional Services Automation (PSA).

  • Support the establishment of global Training Services & Technical Enablement.

• Technical Expertise & Solution Delivery:

  • Provide expert-level knowledge in UCaaS and CCaaS, including IVR systems, email integrations, API integrations with CRM, and call flow design.

  • Understand Contact Center reporting, analytics, Quality Management, and Workforce Management solutions.

  • Provide technical guidance to PS Project Managers, Engineers, and customers.

  • Oversee the planning, design, and implementation of Contact Center projects, including Business Requirements Documents (BRDs).

• Customer & Stakeholder Engagement:

  • Act as an escalation point for critical Contact Center issues.

  • Demonstrate impeccable client service and foster a customer-centric culture, embracing CSAT & NPS metrics.

  • Partner with account teams to ensure data accuracy in the sales funnel.

  • Work cross-functionally to ensure enterprise alignment, providing input on products, customer feedback, and competitive insights.

• Financial & Business Management:

  • Understand and manage key Professional Services metrics, including revenue, margin, and billable utilization.

  • Manage budgets and control expenses for Contact Center services.

• Partnerships & Innovation:

  • Support the development of a scalable partner ecosystem to enhance delivery capacity.

  • Be innovative with delivery models to reduce costs, improve customer experience, and increase profitability.

  • Share best practices, lessons learned, and contribute to product enhancements and new service offering ideas.

• Contracting & Negotiation:

  • Create and manage Statements of Work (SOWs) for Contact Center projects.

  • Apply contract negotiation and conflict management skills.

Experience and Skills

• 15+ years background in running a Professional Services practice, business or overall team.

• Leadership Experience: Proven successful track record running a P&L business. Proven ability to build and lead high-performing teams, including hiring, retaining, and developing talent. Experience in managing team goals, delegation, accountability, and empowerment.

• Strategic Thinking: Demonstrated expertise in developing and implementing long-term product strategies, particularly for Contact Center services. Ability to provide strategic direction and contribute to global growth strategies and international expansion plans.

• Operational Management: Strong background in managing operational aspects of Professional Services and Contact Center delivery teams. Experience in ensuring technical sales support, implementing automation (PSA), and establishing training programs.

• Technical Proficiency: Expert-level knowledge in UCaaS and CCaaS technologies, including IVR systems, email integrations, API integrations with CRM, and call flow design. Familiarity with Contact Center reporting, analytics, Quality Management, and Workforce Management solutions.

• Project Management: Experience in overseeing the planning, design, and implementation of Contact Center projects, including the creation and review of Business Requirements Documents (BRDs).

• Customer Focus: Proven track record of delivering exceptional client service and fostering a customer-centric culture. Experience in managing critical customer escalations and utilizing CSAT & NPS metrics.

• Business Acumen: Understanding and management of key Professional Services metrics (revenue, margin, billable utilization). Experience in budget management and expense control.

• Partnership Development: Ability to support the development of a scalable partner ecosystem to enhance delivery capacity.

• Innovation & Continuous Improvement: Experience in innovating delivery models to reduce costs and improve customer experience. Ability to share best practices and contribute to product enhancements.

• Contracting & Negotiation: Experience in creating and managing Statements of Work (SOWs) and utilizing contract negotiation and conflict management skills.

• Communication & Collaboration: Excellent communication and interpersonal skills, with the ability to work cross-functionally and partner with various stakeholders.

What we offer:

• Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• 401K match and ESPP

• Paid time off and paid sick leave

• Paid parental and pregnancy leave

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• Employee Assistance Program (EAP) with counseling sessions available 24/7

• Free legal services that provide legal advice, document creation and estate planning

• Employee bonus referral program

• Student loan refinancing assistance

• Employee perks and discounts program

RingCentral's Sales team builds, grows and nurtures relationships-from small businesses to global enterprises. That's why we're the largest and fastest-growing pure-play provider in our space. RingCentral has become the leading global cloud-based communications provider because we're not just selling solutions; we're changing the nature of communications. This is an opportunity to lead a massive change in the way teams and organizations collaborate.

RingCentral'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.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone(MVP) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral 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.

If you are hired in Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, Rhode Island, the compensation range for this position is between $193,900 and $360,100 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.