Global Enterprise Technical Account Manager
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!
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.
Job Description:
Be a trusted resource to large, high visibility enterprise customers who have purchased Advanced Enterprise Support - conducting technical reviews and being a primary point-of-contact for complex technical inquiries.
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, screensharing, 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
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.