Technical Account Program 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 $2 billion 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 currently looking for: A Technical Account Program Manager who will focus on issues pertaining to the Professional Services and Advanced Support organizations. This role will define, document, and enforce issues that neither organization effectively handles today. This role will also act as a liaison between Professional Services and Advanced Support and will contribute to increased customer satisfaction.
 

To succeed in this role, you will be expected to perform the following:

• Manage the working relationship between Professional Services and Support.
• Attend regular meetings with PS and TAM leadership.
• Partner closely with PS. TAM, T2, and T3 leadership on any customer issues that require a support case during implementation.
• Work closely with PS to understand upcoming "Go-Live" customer dates.
• Manage the boundary between Professional Services and Support and ensures case activity is worked by appropriate teams.
• Serve as the 1st level escalation point for customer concerns that span this space.
• Join the PS to TAM handoff call to understand the customer's products and unique integrations.
• Works closely with the TAM to ensure accurate documentation around any unique builds or products.
• Main point of contact for support in the Re-Engage PS Process.
• Expected to document process related to these transitions.
• Manage Policy Adherence for these transitions.
• Ensure the Support Handbook and PS to TAM Handoff process is accurately followed.
• Directly reports to Support but maintains a dotted line report to Professional Services.

Desired Qualifications:

• 5+ years of experience in business operations, processes, and systems.
• Intimate knowledge of support center processes and procedures.
• Experience in telecommunications, networking, or Software-as-a-Service business.
• Experience with contact center technologies.
• Ability to communicate and empathize with all levels of executives.
• Self-motivated with the ability to dive right in, be practical and make a difference. 
• Demonstrated ability to execute high level strategic initiatives.

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 mobi