Senior Manager, Professional Services

RingCentral•Denver, CO

About The Position

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 a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions. We’re currently looking for: A Manager of Professional Services who will lead a team of contact center delivery Project Managers. This is an opportunity to help lead and evolve a critical function within the Professional Services organization for a recognized leader in global cloud communications. To succeed in this role you must have experience in: Managing a team of Project Managers delivering Contact Center as a Service (CCaaS) projects in North America Delivering on and helping to create a standardized documented methodology and ensuring consistency of reporting for roll-up of PMO wide updates for executive consumption Develop the delivery Project Manager team by increasing their skills, competencies, adherence to Best Practices, and compliance with Professional Services standards Partner with Sales, Customer Success, Support, and Product Management to delight customers and ensure the highest levels of Customer Satisfaction Work cross-functionally to communicate technology vision, evolution, project scope, timeline, and dependencies for technology-based developments. Own initiatives to develop the team, deliver organizational improvements, and evolve business strategy Ensure key initiatives aligned with the business strategy are meeting required timelines and executive commitments Supervise the management of month end revenue processes

Requirements

Minimum 2+ years leading customer facing organizations such as, Professional Services, Customer Support, or Customer Success
3+ years in Professional Services customer facing experience
Bachelor’s Degree or equivalent work experience.
Enterprise telephony industry experience with solutions like inContact, Nice, Verint, Genesys, Cisco, Avaya, Microsoft, Mitel, Broadsoft, Five9s, 8x8, Talkdesk, Aspect, etc. is highly desirable
Demonstrated success with implementations of scale (hundreds of sites, thousands of users), complexity, and high-profile enterprise customers
Ability to coach professionals at all levels of development, from early career hires to the experienced professional wanting to enhance already robust skills
Strong understanding and experience with Customer Experience (CX) and Customer Journey Mapping valuable
Detail and results oriented; skilled at both planning and hands-on execution
Self-motivated individual capable of working in a fast-paced, dynamic environment
Desire experience leading the development of new professional service offerings and associated artifacts such as standard SOWs, delivery methodologies, delivery best practices, etc.
Must be customer and relationship-focused with strong interpersonal and communication skills

Nice To Haves

Industry related certifications including; PMP, Agile, Six Sigma, ITIL, etc.

Responsibilities

Managing a team of Project Managers delivering Contact Center as a Service (CCaaS) projects in North America
Delivering on and helping to create a standardized documented methodology and ensuring consistency of reporting for roll-up of PMO wide updates for executive consumption
Develop the delivery Project Manager team by increasing their skills, competencies, adherence to Best Practices, and compliance with Professional Services standards
Partner with Sales, Customer Success, Support, and Product Management to delight customers and ensure the highest levels of Customer Satisfaction
Work cross-functionally to communicate technology vision, evolution, project scope, timeline, and dependencies for technology-based developments.
Own initiatives to develop the team, deliver organizational improvements, and evolve business strategy
Ensure key initiatives aligned with the business strategy are meeting required timelines and executive commitments
Supervise the management of month end revenue processes

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