Global Enterprise Technical Account Manager
Say hello to possibilities.
It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
We’re a $1.5 billion company that’s growing at 30+% annually and we’re expanding our Global Service and Support Team to make sure we stay ahead of the competition.
Responsibilities:
- Apply expert knowledge of RingCentral services and VOIP technology
- Maintain, troubleshoot and repair RingCentral’s solutions
- Recommend network hardware, software, and design elements
- Answer difficult technical questions, solve technical problems, and suggest appropriate workarounds
- Proactively utilize network performance monitoring tools to isolate issues
- Provide quick and accurate handling of support interactions – phone, screen sharing, email
- High touch service for Enterprise customers, ensuring issues are resolved and customers are satisfied
- Respond promptly to customer support issues while keeping detailed case notes
- Manage customer expectations and experience to deliver the highest level of customer satisfaction and increase retention
- Regularly achieve and exceed service level agreements and quality customer satisfaction targets
- Create, maintain and improve processes and procedures for diagnosing and resolving voice quality issues
- Identify product and services upsell opportunities and describe RingCentral solutions in a compelling way (STS)
- Help develop and maintain customer-facing and internal help articles
- Communicate outage details to customers
- Recommend network hardware, software, and design elements
- Manage escalated issues and collaborate with other internal departments to expedite resolution
- Team with the CSM to ensure consistent messaging to the customer
Qualifications:
- Minimum 3+ years relevant work experience at a UCaas/SaaS company in a customer-facing position preferably in professional services, solutions, or technical account management role
- Demonstrated ability and confidence in client-facing interactions
- Ability to grasp the client’s technical needs and translate into solutions involving RingCentral products
- Ability to communicate complex issues and technical problems clearly
- Strong analytical skills regarding technical and project management issues
- Demonstrated project management abilities
- Excellent verbal and written communication skills
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 insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter Benefits
- 401K match and ESPP
- Flexible PTO
- Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace
- Paid parental leave and new parent gift boxes
- Pet insurance
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Rocket Lawyer services that provide legal advice, document creation and estate planning
- Employee bonus referral program
RingCentral’s Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily. 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 powering human connection really means.
RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.
If you are hired in Colorado, the compensation range for this position is between $67,000 and $101,000 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 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.