Senior Project Manager, Customer Resolution

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 lead