Manager, Advanced Support Engineering at RingCentral

Bulgaria

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Communications, Software, TechnologyIndustries

3+ years in Technical Support with strong customer relationship management focus
2+ years managing people in a customer-facing environment (2+ years Technical Support management experience preferred)
Proven ability to execute tactically on strategic direction provided by senior leadership
Resourceful and able to collaborate cross-functionally with teams within RingCentral and partners while maintaining focus on customer relationship success
Intrinsically motivated with an intense curiosity and desire to produce high-quality work that strengthens customer partnerships
Excellent verbal and written communication skills with presentation abilities and strong customer relationship management capabilities
Ability to handle conflict and drive agreement on decisions in which conflicting opinions may exist, while maintaining positive customer relationships and team alignment
Strong problem-solving skills with the ability to analyze data, determine insights and implement processes to drive productivity, efficiencies, and customer satisfaction through your team
On-site presence at the office 4 days a week

Lead, coach and motivate a team of Advanced Support Engineers (ASE) to build strong customer relationships and exceed expectations
Provide team mentorship and guidance on soft skills development through ad-hoc and regular one-on-ones with team members focused on building team camaraderie, self-sufficiency, and customer engagement excellence
Train staff on company processes, policies and procedures to ensure consistent execution
Execute on strategies and processes designed by senior leadership to enhance team performance and customer satisfaction
Identify process improvement opportunities and recommend solutions to Sr. Manager for evaluation and implementation
Delegate authority and responsibility with accountability and follow-up to ensure successful outcomes
Effectively and simultaneously prioritize multiple tasks, projects and deadlines while maintaining team focus
Collaborate with cross-functional teams and provide input to Sr. Manager to represent the voice of support
Manage customer expectations and experience through your team to deliver high customer satisfaction, deepen relationships, and increase retention
Set the example for Advanced Support Engineers in areas of personal character, commitment, organizational and problem-solving skills, and work habits
Monitor team performance metrics and provide regular reporting to Sr. Manager on team progress, challenges, and successes