RVP Technical Success, AU/APAC

Responsibilities

• Own regional P&L outcomes, including NRR, GRR, PS delivery margin, and SME retention influence.
• Serve as the senior executive presence, cultivating C-suite and VP-level relationships with strategic accounts.
• Own the regional operating plan (headcount, budget, performance targets) and represent AU/APAC market intelligence in global CX leadership forums.
• Lead the regional TSM organization, ensuring every account has a named owner and Account Success Plan.
• Drive RingCentral AI feature adoption across the AU/APAC base and personally engage in high-risk executive escalations.
• Lead the PS function, owning delivery metrics (on-time go-lives, customer satisfaction, revenue/margin).
• Ensure clean, structured handoffs with documented context from PS to TSM post-implementation.
• Partner with Sales on deal scoping to guarantee accurate estimates.
• Manage the SME function to ensure specialty lane coverage.
• Channel structured, evidence-backed regional product and market feedback from the SME function into global CX and Product teams.
• Act as the operational bridge between AU/APAC customer realities and global CX, Product, Engineering, and Support teams.
• Own the regional talent strategy: hiring, performance management, and career development for all three functions.
• Build a cohesive team culture across geographically and time-zone separated staff.

Requirements

• 10+ years of post-sales leadership experience managing geographically distributed teams, with a proven track record of achieving NRR/GRR targets and managing VP/C-suite level relationships.
• 5+ years of people leadership experience, managing geographically distributed teams across time zones.
• Specific background in the UCaaS or CCaaS space (e.g., RingCentral, NICE CXone, Genesys, Five9, Zoom, or comparable platform experience).
• Experience with Professional Services (PS) functions, including knowledge of PS economics and managing the handoff model to Customer Success/TAM.
• Strong commercial instincts for renewal forecasting, identifying churn risk, and effective partnership with Sales.
• Experience managing offshore or nearshore delivery teams (specifically Manila or similar) and developing internal talent pipelines.
• Direct professional experience in the AU/APAC market, including familiarity with local regulatory requirements (e.g., Australian Privacy Act) and an established professional network.
• Previous leadership of an SME or specialty technical practice, including familiarity with the pull-in model and engagement economics.
• Knowledge of the APAC competitive landscape (e.g., Telstra, Optus, Microsoft Teams Direct Routing).
• Experience scaling a Customer Experience organization into an integrated TSM, SME, and PS model.
• Bachelor's degree in Business, Technology, Engineering, or a related field.
• Preferred: Advanced degree (MBA or equivalent).

Hard Skills

• NRR Management
• GRR Management
• Professional Services Economics
• Customer Success Management
• Renewal Forecasting
• Churn Risk Identification
• Team Performance Management
• Account Success Planning
• Delivery Metrics Management
• Talent Development

Soft Skills

• C-Suite Relationship Building
• Team Culture Development
• Operational Bridging
• Effective Communication
• Strategic Partnership

Certifications & Qualifications

• Bachelor's Degree in Business
• Bachelor's Degree in Technology
• Bachelor's Degree in Engineering
• Advanced Degree (MBA Preferred)