RVP Technical Success, AU/APAC

Segment (Twilio); Deutschland; Vor Ort; EUR 150.000 - 210.000; Vollzeit

Zusammenfassung

Jobtailor seeks a senior leader to own regional CX outcomes for AU/APAC, aligning P&L, CS, and SME functions with global CX, Product, and Engineering. You will cultivate C-suite relationships, drive regional operating plans, and oversee a cross-geo TSM/PS/SME structure to deliver measurable NRR/GRR targets.

The role demands extensive post-sales leadership, offshore delivery experience, and deep knowledge of UCaaS/CCaaS markets, with the ability to scale a unified CX organization across multiple

Qualifikationen

• 10+ years of post-sales leadership experience with geographically distributed teams and a track record of achieving NRR/GRR targets.
• 5+ years of people leadership across time zones.
• Background in UCaaS or CCaaS (RingCentral, NICE CXone, Genesys, Five9, Zoom, etc).
• Experience with Professional Services economics and handoff to Customer Success/TAM.
• Strong renewal forecasting and churn risk identification with Sales partnership.
• Experience managing offshore/nearshore delivery teams (e.g., Manila).
• Direct AU/APAC market experience and regulatory familiarity (e.g., Australia Act).
• Leadership of SME or specialty technical practice with pull-in engagement economics.
• Knowledge of APAC competitors (Telstra, Optus, Microsoft Teams Direct Routing).
• Experience scaling CX into integrated TSM/SME/PS model.

Aufgaben

• Own regional P&L outcomes, including NRR, GRR, PS delivery margin, and SME retention influence.
• Cultivate C-suite and VP relationships with strategic accounts.
• Own regional operating plan (headcount, budget, targets) and represent AU/APAC market intelligence.
• Lead the regional TSM organization; ensure every account has a named owner and Account Success Plan.
• Drive RingCentral AI feature adoption across AU/APAC and engage in executive escalations.
• Lead the PS function; own delivery metrics (on-time go-lives, CSat, revenue/margin).
• Ensure structured handoffs from PS to TSM post-implementation.
• Partner with Sales on deal scoping to guarantee accurate estimates.
• Manage the SME function to cover specialty lanes.
• Channel regional product/market feedback from SME to global CX and Product teams.
• Act as operational bridge between AU/APAC customer realities and global CX/Product/Engineering/Support teams.
• Own regional talent strategy: hiring, performance, and career development.
• Build a cohesive team culture across geographies and time zones.

Kenntnisse

NRR Management

GRR Management

PS Economics

Customer Success

Renewal Forecasting

Churn Risk

Team Performance

Account Success Planning

Delivery Metrics

Talent Development

Ausbildung

Bachelor's in Business

Bachelor's in Technology

Bachelor's in Engineering

MBA or Advanced Degree

Jobbeschreibung

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)