Director of Customer Success Program Management
What if you could support solutions that are changing the way the world communicates?
What if you had the freedom of a startup and the resources of a global enterprise?
You’d break new ground. Raise the bar for performance. And do career-defining work.
That’s exactly the kind of environment we’re building together at RingCentral.
RingCentral's cloud-based communications platform connects more than 2 million users around the world, in ways that bring people, ideas, companies and customers together.
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!
The Director of Customer Success Program Management serves as the direct support function to some of RingCentral’s most valued and high-profile customers. You will be the leader, coach, quarterback, mentor and advisor within RingCentral that ensures our on-going relationship with these customers deliver growing value to them as well as to RingCentral. You'll be positioned as a subject matter expert and all-around resource for servicing client’s needs.
Must-Have:
Lead the Customer Success Programs team and help build the strategy, KPI’s and processes to drive success for the team.
Responsible for trend analysis of the Programs team.
Execute on Programs projects along side the VP of Customer Success.
Establish on-boarding and ongoing training for the Programs team.
Engage with the Programs team on mentoring and career development.
Work with Product Marketing to build out adoption strategy playbooks and enablement content to drive program improvement and initiatives.
Recommend go to market strategies to improve adoption rate, revenue growth and expansion of portfolio growth.
Work collaboratively with Product, Marketing and RingCentral University teams to build new adoption playbooks and content to be leveraged by the CSMs.
Assist with defining success metrics and leveraging to drive program improvements.
Identify and publish customer case studies in support of adoption campaigns.
Develop discovery framework for CSMs to use in onsite engagements as a foundation for best practice recommendations.
Qualifications:
3 to 5 + years leading an Adoption Programs team at a technology company, preferably in SaaS organization.
Ability to connect the dots organizationally and influence partners from various roles, levels, and profiles to drive teamwork and program excellence.
Approaches work with empathy and a creative, problem-solving mindset.
Self-motivated, proactive, energetic team player.
Takes an active interest in growing customer happiness and deepening customer relationships.
Outstanding time and process management skills, ensuring nothing slips through the cracks.
Treats work like a craft, constantly honing and refining skills to adapt to an ever-changing landscape.
Benefits and Amenities:
Centrally located in Centennial just south of the Denver Tech Center between Dry Creek & County Line on I-25
Comprehensive medical, dental, and vision
Flexible PTO
401K match and ESPP
Complimentary lunch daily, and fully stocked break rooms
On-site gym
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.