Sr. Manager Advanced Support Engineering

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 $2 billion company that’s growing at 20+% annually and we’re expanding our Global Service and Support Team to make sure we stay ahead of the competition.

At RingCentral, our Advanced Support Engineers serve as the owner of the post-sales relationship with our most valued and high-profile customers. If you join our team, you will assume a very strategic role within the company and will focus on driving results and customer satisfaction. As a Sr Manager, Advanced Support Engineering, you will have a broad and dynamic set of responsibilities from strategy to executing directives. This role requires a passion for building leaders, building relationships, and building teams that will deliver world class results to RingCentral and the customer.

This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.

To succeed in this role you must have experience in:

• Lead, coach and motivate a team of Advanced Support (AS) professionals to build strong customer relationships and exceed expectations
• Mentor and strengthen the existing leadership skill sets of other Advanced Support (AS) Managers in customer relationship management
• Team mentorship and guidance of soft skills development through ad-hoc and regular one on ones with team members focused on building team camaraderie, self sufficiency, and customer engagement excellence
• Observe, analyze, and initiate ways to improve the support organization development that will allow the team to be more efficient in customer relationship management and meet functional, performance, and scalability requirements
• Take strategic directions, design methods, and processes that will translate tactically to the AS professionals and management team for enhanced customer partnership
• Recognize the needs of the business and how the AS organization can help achieve customer success and strengthen client relationships
• Communicate effectively around priorities and goals for the entire AS organization and work with AS managers to cascade customer-focused goals
• Build and maintain cross-functional relationships and provide feedback as the voice of support while ensuring exceptional customer relationship management through your team
• Foster global collaboration with other support teams across regions to ensure seamless customer experience and knowledge sharing
• Manage customer expectations and experience through your team to deliver high customer satisfaction, deepen relationships, and increase retention

Desired Qualifications:

• 5+ years in Technical Support with strong customer relationship management focus and 5+ years managing people in a customer facing environment (3+ years Technical Support management experience preferred)
• Proven ability to think tactically and strategically to understand the support organization’s vision and ensure that vision is executed with excellence in customer partnership
• Must be resourceful and can collaborate cross-functionally with teams within RingCentral and partners, including global support teams, while maintaining focus on customer relationship success
• Experience working across time zones and cultures to facilitate effective global collaboration with support teams worldwide
• Intrinsically motivated with an intense curiosity and desire to produce high-quality work that strengthens customer partnerships
• Excellent verbal and written communication skills with presentation abilities and strong customer relationship management capabilities
• Ability to handle conflict and drive agreement on decisions in which conflicting opinions may exist, while maintaining positive customer relationships and global team alignment
• Strong problem-solving skills with the ability to analyze data, determine insights and develop processes to drive productivity, efficiencies, and customer satisfaction through your team and global support partnerships
• The ability to drive problem resolution and decision-making based on data while ensuring customer relationship continuity and leveraging global support resources
• Must be a strong leader who can attract, motivate, retain, and develop team members with exceptional customer relationship management skills and global collaboration mindset
• Ability to communicate and empathize with all levels of executives and customers through effective team leadership and global support coordination
• Self-motivated with the ability to dive right in, be effective and make a difference in customer relationship outcomes through your team and global support collaboration

What we offer:

• Well-coordinated professional team.
• Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.
• Additional Health and Life Insurance Package.
• Employee Assistance Program.
• 25 vacation days.
• 200 BGN Digital Food Vouchers.
• 120 BGN Gross as part of the salary for Working Expenses Allowance

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.

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.