Customer Success Operations, Senior Manager
Are you looking for an opportunity where your skills and enthusiasm make a difference and where your voice will be heard? At RingCentral our award-winning environment is high-energy, team-oriented and committed to providing world-class service for its customers. We're the #1 global cloud-based, communications provider, growing at more than 30% annually and we're looking for team-members with an entrepreneurial spark!
RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered lunch and breakfast on a daily basis as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.
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 Type: Full Time | Location: Denver, CO
Job Description / 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.
- Coordinate with the various Support and Operations teams and their functions 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.
- 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.
- 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:
- 5-10 years of customer support operations experience in an enterprise environment.
- Strong understanding of customer success operations, analytics and technology.
- Proven experience leading business process and systems implementation projects from start to finish.
- 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)
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to work better together from any location, on any device, and via any mode to serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral's open platform integrates with leading business apps and enables customers to easily customize business workflows.
RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral is an equal opportunity employer that is committed to workplace diversity.