Position Summary
The Regional Vice President, Technical Success – AU/APAC is a senior post‐sales leadership role responsible for the end‐to‐end customer experience across Australia and the broader APAC region. The role owns regional P&L outcomes, leading the Technical Success (TSM), Subject Matter Expert (SME) and Professional Services (PS) functions to achieve Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets while managing geographically distributed teams.
Responsibilities
* Own regional P&L outcomes, including NRR, GRR, PS delivery margin, and SME retention influence.
* Act 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 an 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) and ensuring clean, structured handoffs with documented context from PS to TSM post‐implementation.
* Partner with Sales on deal scoping to guarantee accurate estimates and collaborate on renewal forecasting and churn risk mitigation.
* Manage the SME function, ensuring specialty lane coverage and channeling evidence‐backed regional product and market feedback 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.
Qualifications
* 10+ years of post‐sales leadership experience managing geographically distributed teams and a proven track record of achieving NRR/GRR targets and managing VP/C‐suite relationships.
* 5+ years of people leadership experience across multiple time zones.
* Specific background in the UCaaS or CCaaS space (e.g., RingCentral, NICE CXone, Genesys, Five9, Zoom).
* Experience with Professional Services functions, including knowledge of PS economics and handoff models 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 (e.g., Manila) 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 (advanced degree preferred).
Benefits
* Healthcare reimbursement
* Group life insurance and group salary continuation
* Superannuation Fund
* Employee Stock Purchase Plan (ESPP)
* Supplemental Business Travel Medical
* Employee Assistance Program (EAP) with 24/7 counseling sessions
* On‐demand digital 1:1 wellness coaching
* Mobile and internet reimbursement
* Leave entitlements, paid time‐off, personal/carer's leave, paid holidays
Equal Opportunity
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.
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