[Remote] Senior Project Manager at RingCentral

Utah, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Communications, UCaaS, Contact Center, AIIndustries

Requirements

Minimum 10+ years developing relationships with strategic large enterprise and communication provider customers, with a strong focus on problem resolution and the overall Customer Experience
Proven track record of success with creating cross-functional alignment and driving projects to completion
Formal project management certifications such as PMI, PRINCE, and ITIL preferred
Experience with Contact Center or SaaS
5 years minimum experience within the data networking industry, preferably with a telecommunications service provider or SaaS company
Self-motivated individual capable of working in a fast-paced, dynamic environment
Detail and results oriented; skilled at both planning and hands-on execution
Proven ability to communicate at all levels

Responsibilities

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