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Project Manager II, Customer Resolution

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 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 a $1.5 billion company that’s growing at 30+% annually and we’re expanding our Global Service and Support Team to make sure we stay ahead of the competition. 

We’re currently looking for: A Project Manager to join the Global 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 Critical Accounts Program 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.

Desired Qualifications:

  • Minimum 5 years developing relationships with strategic enterprise customers

  • Strong background in problem resolution across the customer journey.

  • 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 is considered an 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. 

What we offer: 

RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.) 

  • Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace.

  • Paid parental leave and new parent gift boxes

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

  • Rocket Lawyer services that provide legal advice, document creation and estate planning

  • Employee bonus referral program

  • Flexible PTO

  • Superannuation and excellent benefits

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. 

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