RingCentral

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Sr. Project Manager, Customer Resolution

at RingCentral

Posted: 9/6/2019
Job Reference #: obzXafwB

Job Description

Description

Sr. Project Manager, Customer Resolution
Job Type: Full Time
Location: Denver, CO
Department: 130, Customer Support

The RingCentral environment is dynamic, success-driven, team-oriented and committed to providing world class service for its customers. Do you have the ability to thrive in a fast-paced environment? We are looking for candidates with an entrepreneurial spark!

We’re not a phone company; we’re a cloud business-solutions provider. We've thrown out the old PBX along with its rigid rules and eliminated the complexity and unnecessary expense of managing business communications the old way.

RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered lunch and breakfast on a daily basis as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.

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.

Responsibilities:

  • 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.

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 SaaS solutions considered a large advantage.
  • 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.