RingCentral is hiring a Senior Project Manager for the Critical Accounts Program Team. The role is responsible for delivering a world-class problem resolution and communications experience for some of our largest and most strategic enterprise customers. The Senior Project Manager will be responsible for managing projects, fostering strategic internal partnerships, and communicating project scope, timelines, and dependencies for all critical account efforts.
Requirements
- 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.
- 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.
- Manage and Exercise Command Control over large, complex programs that involve the resolution of numerous concurrent customer experience issues.
- Develop and Execute Program Plans, including comprehensive planning, phasing, and strategic execution.
- Serve as the Communication Hub, facilitating necessary internal/external calls and managing all formal customer communications related to the program.
- Collaborate for Success: Partner directly with the Account Team to ensure program activities maintain a positive customer experience and achieve successful outcomes.
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
- Voluntary supplemental health coverage and life insurance
- 401K match and ESPP
- Paid time off and paid sick leave
- Paid parental and pregnancy leave
- Family-forming benefits (IVF, Preservation, Adoption etc.)
- Emergency backup care (Child/Adult/Pets)
- 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 1:1 coaching, perks and discounts program
