Lead Technical Account Manager

📋 Description

• • Own the entire post-sale journey for 5-15 of RingCentral’s most strategic enterprise customers across Australia. You are the single point of accountability, escalation, and strategic counsel for every technical, business, and innovation need they have.
• • Become the customer’s most trusted advisor by translating complex cloud contact-center and UC architectures into clear business value and measurable ROI. You will design, validate, and continuously optimise RingCX, omnichannel routing, workforce-management, and AI-driven analytics solutions that scale to millions of interactions.
• • Lead quarterly and executive business reviews that go far beyond status updates. You will present technical road-maps, expansion opportunities, AI-adoption plans, and risk-mitigation strategies directly to CIOs, CTOs, and heads of customer experience.
• • Drive retention and expansion revenue by identifying whitespace, orchestrating proof-of-concepts, and partnering with Sales to craft multi-year transformation deals. Your ability to influence executive stakeholders and multi-threaded buying committees will directly impact RingCentral’s double-digit ARR growth.
• • Architect and troubleshoot end-to-end solutions spanning SIP/RTP, QoS, LAN/WAN, firewalls, DNS, AWS/Azure cloud infrastructure, REST APIs, and enterprise security frameworks. You will run deep-dive workshops, packet-level diagnostics, and compliance audits that keep mission-critical systems running at five-nines availability.
• • Stabilise and turn around at-risk accounts. You will parachute into high-pressure situations, marshal global Support, Engineering, and Professional Services resources, and deliver rapid remediation plans that restore customer confidence and secure renewals.
• • Champion customer needs inside RingCentral. You will translate field feedback into product requirements, partner with Engineering on AI/ML roadmap priorities, and ensure every new release delivers customer-obsessed outcomes.
• • Mentor junior TAMs and Solutions Engineers across the region, raising the technical bar and sharing best-practice playbooks that scale our high-touch service model.
• • Travel 10-15 % domestically to run on-site discovery sessions, executive briefings, and go-live celebrations. When you’re not on the road, you’ll be collaborating in a fully remote, high-trust culture that celebrates wins and invests in continuous learning.
• • Operate at the intersection of human connection and cutting-edge technology. You will leverage RingSense AI to surface real-time insights, predict customer sentiment, and orchestrate next-best actions that turn every interaction into a competitive advantage.