Global Enterprise Technical Account Manager
Want to change the way work…works? This is your moment.
RingCentral Glip integrates messaging with video to make conversation, collaboration and connection more meaningful than ever, no matter where or how people want to work.
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.
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 up-sell 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 and pet insurance
Flexible PTO
401K match and ESPP
Wellness programs including virtual yoga, bootcamp, meditation classes and more
Paid parental leave
Milk Stork parental account
New parent gift box
Say hello to the future of work. And the end of the resume black hole.
We didn’t create Glip specifically for hiring, but we might as well have. No more wondering if your resume was jettisoned into the vast emptiness of space. Sign up for Glip (it’s free, no downloads,) and discover how smooth, informative and great the hiring process can be. So start meeting on www.Glip.com — and we look forward to connecting soon.
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.
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.
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