Program Manager, Partner Support

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 expanding our Global Service and Support Team to make sure we stay ahead of the competition.

This is where you and your skills come in. We’re currently looking for: A Program Manager, Partner Support who will be responsible for helping to build and manage an enablement and logistics model specific to Support functions for some of the company’s largest strategic programs and partners. This role reports to the Director of Global Support Programs. Responsibilities include long term reporting and performance management of Support capabilities for partners, assistance in the development of ongoing enablement needs, and administration of escalation efforts. This is an opportunity to continue the evolution of a new organization and create critical new capabilities within RingCentral Global Services & Support for a recognized leader in global cloud communications.

To succeed in this role you must have experience in:

• Oversees the development of root cause analysis documentation and drives incremental change within the business from learnings.
• Helps administer the partner escalations program for Support.
• Collaborates with peers and leaders within the GSS, GNOC, IT, Product, Marketing and Operations teams to ensure strategic alignment with process changes and ongoing system development efforts.
• Works cross-functionally to communicate vision, evolution, project scope, timelines, and dependencies for all program management efforts.
• Develops and implements long term measurements for Support capabilities and performance, including a regular reporting & analytics package.
• Owns the partner relationship for Customer Care / Support.
• Works closely with GSS Technical Enablement and GSP Partner teams to ensure the success of ongoing training plans for partner resources.

Desired Qualifications:

• Self-motivated individual capable of working in a face-paced, dynamic environment.
• Proven track record of implementation of scalable enterprise programs and processes.
• Minimum 8 years in a professional customer facing role such as Support, Network Operations, or Professional Services.
• Detail and results oriented; skilled at both planning and hands-on execution.
• Must be customer and relationship-focused with strong interpersonal and communication skills.
• Minimum 8 years developing relationships with strategic large partners, with a strong focus on problem resolution and the overall Customer Experience.
• 8 years minimum experience within the cloud technology industry, preferably with a telecommunications service provider or SaaS company.
• Experience with Unified Communications (UCaaS) and Contact Center (CCaaS) solutions considered a large advantage.

What we offer:

• Emergency backup care (Child/Adult/Pets)
• Pet insurance
• Wellness programs including 1:1 coaching and meditation guidance
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Flexible vacation
• Parental support for children with developmental and learning disabilities
• Free legal services that provide legal advice, document creation and estate planning
• Student loan refinancing assistance
• Employee bonus referral program
• Employee perks and discounts program
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• Comprehensive medical, dental, vision, disability, life insurance
• Paid parental and pregnancy leave and new parent gift boxes
• 401K match and ESPP
• Family-forming benefits (IVF, Preservation, Adoption etc.)

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.

If you are hired in Colorado, the compensation range for this position is between $93,600.00 and $104,000.00 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.