Operational Excellence, Customer Success
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.
Responsibilities:
- Define and drive implementation of customer success processes and procedures.
- Influence development and strategy for customer success 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.
- Establish meetings and communications cadence, associated reporting and agenda requirements, and team preparedness.
- Ensure the development and implementation of action plans to maximize program results and effectiveness across all departments and organizational teams.
- Review financial information and adjust operational budgets to promote profitability.
- Evaluate overall performance by analyzing and interpreting data and metrics.
- Collaborate with Marketing, Sales, Support, Finance and Engineering teams to improve customer experience.
Qualifications:
- 5+ years of customer support operations experience in an enterprise environment.
- Consultative in nature and offer best practices
- Strong understanding of customer success operations, analytics and technology.
- Proven experience leading business process and systems implementation projects from start to finish. Standard methodologies such as LEAN, change management are desired.
- Experience developing solutions with Salesforce products - Sales Cloud or Service Cloud.
- Excellent analytical and problem-solving capabilities. Tableau experience is desired.
- Experience with long term business planning at the managerial and executive levels.
- Experience developing and managing financial models and budgets.
- Ability to be highly productive with minimal oversight from senior management.
- Able to work simultaneously on multiple engagements and priorities.
- Strong communication and presentation skills. Highly skilled with PowerPoint.
- Ability to lead initiatives in a cross-functional environment.
- Bachelor degree + in Business (or equivalent)
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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