Customer Resolution Manager

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.
We're currently looking for: Customer Resolution Manager; This is a chance for a passionate individual who is detail-oriented and loves problem solving to partner directly with customers to improve their experience. This position will influence the strategic prioritization and action planning across the business, driving continuous CX improvements at scale.
To succeed in this role you must have experience in:

• Partner with customers to "act" on their feedback, diagnosing the root cause of customer feedback, identifying fix actions, and following through to resolution.
• Gather internal context and conduct customer outreach upon receipt of the assigned feedback case. Continue to follow-up in alignment with the defined process.
• Identify resources needed to execute the cross-functional resolution plan, set and manage expectations internally and externally, and document progress in the case.
• Provide a positive customer experience, whether that means resolving a problem effectively, acknowledging praise or suggestions, or answering a customer's questions. Demonstrate to our customer in a direct and personal way that their feedback is important and we care about the outcome.
• Conduct thorough after action review to fully identify the root cause(s) and preventative measures. Document the outcomes of the case with transparency and accuracy.

Desired Qualifications:

• 2-5 years experience driving outcomes for customers
• Experience in navigating CX and CRM management tools a plus (Medallia, Qualtrics, Salesforc etc.)
• Skilled in presenting concepts to diverse audiences from senior management to frontline staff
• Comfortable working in a dynamic and rapidly changing environment; able to navigate and resolve ambiguity
• Excellent communication, visualization and presentation skills
• Degree in Marketing, Business, or a related field of study

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

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter Benefits
• 401K match and ESPP
• Flexible PTO
• Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace
• Paid parental leave and new parent gift boxes
• Pet insurance
• 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

RingCentral's Global Service and Support team leads the post-sale experience for our customers. As our customers' central point of contact, you'll champion their needs, 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 between80,400.00 and 99,495.00for 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.