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    Senior Project Manager, Customer Resolution - Denver, United States - RingCentral

    RingCentral
    RingCentral Denver, United States

    4 weeks ago

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    Description
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    Senior Project Manager, Customer Resolution

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    locations

    Denver, Colorado

    time type

    Full time

    posted on

    Posted Yesterday

    job requisition id

    R072289

    Say hello to opportunities.
    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 a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies.

    We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

    RingSense AI is our proprietary AI solution.

    It's designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

    This is where you and your skills come in


    We're currently looking for:
    RingCentral is looking for a Sr.

    Project Manager to join the Global Enterprise Resolution Office responsible for delivering a world-class problem resolution and communications experience involving some of the company's largest and most strategic customers.

    This is an opportunity to contribute to a growing organization within the Customer Communications & Escalation Management Team (CCEMT) for a recognized leader in

    global cloud communications.
    To succeed in this role you must have experience in:
    Manage qualified projects through rapid coordination of internal ownership, resolution, and align stakeholders on progress.


    Help customers navigate RingCentral by serving as the central point of communication to restore confidence on projects and make it easy for customers to do business.

    Champion the customers' service experience by providing the necessary get-well plan coordination and oversight until initiatives are resolved.


    Serve as the expert for internal SLA's, operational processes, and ongoing plans to support accurate expectation setting with customers and cross-functional teams.

    Foster strategic internal partnerships to assist with providing a best in class customer

    experience.

    Work cross-functionally to communicate project scope, timelines, and dependencies for all critical account efforts.


    Complete and deliver root cause analysis documentation in a timely manner to enable incremental change within the business from learnings.

    Responsibilities of Liaising Between SRE NOC, Support, and Customer Success:
    Manage active incidents until resolution by coordinating communication and actions between SRE NOC, Support, and Customer Success

    Simplify communication during an outage to convey a unified message

    Coordinate and compile updates to ensure prompt communication with all internal customer-facing stakeholders during outages


    Desired Qualifications :


    Minimum 10+ years developing relationships with strategic large enterprise and communication provider customers, with a strong focus on problem resolution and the overall Customer Experience.

    Proven track record of success with creating cross-functional alignment and driving projects to completion.

    Formal project management certifications such as PMI, PRINCE, and ITIL preferred.

    Experience with Contact Center or SaaS

    5 years minimum experience within the data networking industry, preferably with a telecommunications service provider or SaaS company.

    Self-motivated individual capable of working in a face-paced, dynamic environment.

    Detail and results oriented; skilled at both planning and hands-on execution.

    Proven ability to communicate at all levels with excellence.

    Bachelor's degree or equivalent military and/or work experience


    What we offer:
    Comprehensive medical, dental, vision, disability, life insurance

    Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

    401K match and ESPP

    Paid time off and paid sick leave

    Wellness programs including 1:1 coaching and meditation guidance

    Paid parental and pregnancy leave and new parent gift boxes

    Family-forming benefits (IVF, Preservation, Adoption etc.)

    Emergency backup care (Child/Adult/Pets)

    Pet insurance and Pet Telehealth

    Employee Assistance Program (EAP) with counseling sessions available 24/7

    Free legal services that provide legal advice, document creation and estate planning

    Employee bonus referral program

    Student loan refinancing assistance

    Employee perks and discounts 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.
    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.

    We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following

    link

    to learn more about how we can assist you.

    If you are hired in Colorado, the compensation range for this position is between $107,900 and $139,000for 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.

    This role has an application deadline of June 8th,2024. Please apply prior to the deadline to be considered for the role.
    #LI-JW1

    About Us

    RingCentral, Inc

    (NYSE:

    RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions.

    More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to Work as OneTMfrom any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction.

    The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally.

    RingCentral's open platform integrates with leading business apps and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world.

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