Manager, Professional Services – Contact Center Implementation at RingCentral
The RingCentral environment is dynamic, success-driven, team-oriented and committed to providing world class service for its customers. Do you possess the ability to thrive in a fast-paced environment? We are looking for candidates with an entrepreneurial spark!
We’re not a phone company; we’re a cloud business-solutions provider. We've thrown out the old PBX along with its rigid rules and eliminated the complexity and unnecessary expense of managing business communications the old way.
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.
RingCentral is looking for a Manager of Professional Services who will lead a team of contact center delivery engineers. This is an opportunity to help lead and evolve a critical function within the Professional Services organization for a recognized leader in global cloud communications.
Managing a team of delivery engineers delivering Contact Center as a Service (CCaaS) projects in North America
Delivering on and helping to create a standardized documented methodology and ensuring consistency of reporting for roll-up of PMO wide updates for executive consumption
Develop the delivery engineering team by increasing their skills, competencies, adherence to Best Practices, and compliance with Professional Services standards
Partner with Sales, Customer Success, Support, and Product Management to delight customers and ensure the highest levels of Customer Satisfaction
Work cross-functionally to communicate technology vision, evolution, project scope, timeline, and dependencies for technology-based developments.
Own initiatives to develop the team, deliver organizational improvements, and evolve business strategy
Ensure key initiatives aligned with the business strategy are meeting required timelines and executive commitments
Supervise the creation of repeatable code libraries, to streamline deployment
Minimum 2+ years leading customer facing organizations such as, Professional Services, Customer Support, or Customer Success
3+ years in Professional Services customer facing experience
Bachelor’s Degree or equivalent work experience. Industry related certifications including; PMP, Agile, Six Sigma, ITIL, etc. desirable.
Enterprise telephony industry experience with solutions like inContact, Nice, Verint, Genesys, Cisco, Avaya, Microsoft, Mitel, Broadsoft, Five9s, 8x8, Talkdesk, Aspect, etc. is highly desirable
Demonstrated success with implementations of scale (hundreds of sites, thousands of users), complexity, and high-profile enterprise customers
Ability to coach professionals at all levels of development, from early career hires to the experienced professional wanting to enhance already robust skills
Strong understanding and experience with Customer Experience (CX) and Customer Journey Mapping valuable
Detail and results oriented; skilled at both planning and hands-on execution
Self-motivated individual capable of working in a fast-paced, dynamic environment
Desire experience leading the development of new professional service offerings and associated artifacts such as standard SOWs, delivery methodologies, delivery best practices, etc.
Must be customer and relationship-focused with strong interpersonal and communication skills
RingCentral, Inc. (NYSE: RNG) is a global provider of cloud unified communications and collaboration solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral empowers today’s mobile and distributed workforces to be connected anywhere and on any device through voice, video, team messaging, collaboration, SMS, conferencing, online meetings, contact center, and fax. RingCentral provides an open platform that integrates with today’s leading business apps while giving customers the flexibility to customize their own workflows. RingCentral is a leader in the 2016 Gartner Magic Quadrant for Unified Communications as a Service Worldwide for the second consecutive year. RingCentral is headquartered in Belmont, California.
If you are hired in Colorado, the compensation range for this position is between $88,000 and $132,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.
RingCentral is an EEO/AA employer.