Customer Operations Business Analyst
Want to change the way work…works? This is your moment.
RingCentral Glip integrates messaging with video to make conversation, collaboration and connection more meaningful than ever, no matter where or how people want to work.
RingCentral Global Service and Support is all about the customer—devoted to making sure every customer’s need is met, and that they’re able to use our products effectively and easily. As a member of the Global Service and Support team you’ll lead the post-sale experience for our customers. As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what “winning together” truly means.
We’re as proud of our working environment as we are of our market success. You’ll find all the training, opportunity and resources you could ever want here - with all the work/life benefits you expect, and none of the micromanagement. RingCentral regularly brings home Best Place To Work awards from locations all over the world, and outstanding company ratings on Glassdoor and Comparably!
RingCentral surrounds you with world-class technology and talent, in a people-first environment built from the ground up to help you do the best work of your career. We’re not just changing the nature of communication and teamwork. We’re winning, together.
We are a $1B company, disrupting the $100B business communications and collaboration market (Avaya, Cisco, Microsoft) with a killer product (Gartner MQ Leader last 5 years) and rapid growth (34%). We are now pulling away from the competition and leaving them behind as we scale our product revenues and product capabilities. We are looking for outstanding talent to help us scale our revenues in the coming years
Job Description:
This role is responsible for defining, improving and managing, the core processes, systems and metrics for our customer success team. The person best for this role will be a self starter; be able to work with leaders and individual contributors; have strong SFDC experience/interest using the system, building dashboards and working with IT on improvements; enjoy building and improving processes and systems and comfortable working in a rapidly changing environment.
Responsibilities:
Define and implement customer success and sales processes and procedures.
Influence development and strategy for customer success and sales systems, supporting improvements to drive higher customer experience levels.
Work closely with IT and users to define requirements, testing, and implementation of system enhancements.
Establish, measure and monitor customer support KPIs and metrics to track team goals and drive operational efficiency.
Coordinate cross functionally with Sales, Professional services,Support and other Operations teams to maximize productivity and outcomes. Provide regular oversight to ensure actualization of goals.
Ensure the development and implementation of action plans to maximize program results and effectiveness across all departments and organizational teams.
Work with outsourced partners to track and improve their performance and solve any challenges.
Qualifications:
2+ years of sales operations/customer support operations/consulting experience
Experience using salesforce and developing reporting
Consultative in nature and offer best practices
Ability to gather, interpret and apply critical thinking to data to help inform decisions
Strong analytical, organization, problem-solving and consistent follow-through skills
Effectively prioritize multiple tasks, projects and deadlines simultaneously
Experience documenting processes using project management methodologies
business process and systems implementation projects from start to finish. Standard methodologies such as LEAN, change management are desired.
Excellent analytical and problem-solving capabilities. Tableau experience is desired.
Ability to be highly productive with minimal oversight
Able to work simultaneously on multiple engagements, priorities and adapt to change
Strong communication and presentation skills.
Ability to lead initiatives in a cross-functional environment.
What we offer:
RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)
Comprehensive medical, dental, vision, disability, life and pet insurance
Flexible PTO
401K match and ESPP
Wellness programs including virtual yoga, bootcamp, meditation classes and more
Paid parental leave
Milk Stork parental account
New parent gift box
Say hello to the future of work. And the end of the resume black hole.
We didn’t create Glip specifically for hiring, but we might as well have. No more wondering if your resume was jettisoned into the vast emptiness of space. Sign up for Glip (it’s free, no downloads,) and discover how smooth, informative and great the hiring process can be. So start meeting on www.Glip.com — and we look forward to connecting soon.
About RingCentral
RingCentral is the worldwide leader in cloud-based communications. Our software communications platform delivers phone, group chat, mobile communications, video calls, videoconference, contact center and AI-driven digital engagement. It’s a powerful, global presence that allows businesses to communicate anywhere, anytime with anyone.
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.
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