Manager, Professional Services

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 $2 billion 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 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 creation of repeatable code libraries, to streamline deployment

Desired Qualifications:

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

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-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.