Job description
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: Principal, Customer Success Programs to build and drive programmatic efforts to improve our Customer Success team’s experiences and effectiveness.
To succeed in this role you must have experience in:
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Create and execute on our Customer Success employee community strategy, branding, roadmap, and success metrics.
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Lead community programs to create the spaces and opportunities for the CS team to share knowledge and feel belonging.
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Moderate, listen and engage regularly with our employee community members, providing them with needed support and resources.
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Gather feedback from the community and bring those insights to the appropriate internal teams to improve community members’ effectiveness and efficiency.
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Escalate and flag issues as needed to keep the community a trusted space
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Help manage and execute a community content strategy.
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Help plan and run community events throughout the year including all-hands meetings and participation in external events and conferences.
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Measure, analyze, update and track community data.
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Manage all internal and external community documentation.
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Create community onboarding and offboarding processes.
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Lead the calibration of CSM and Renewal roles including creating interview guides, defining role expectations, and defining job ladders.
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Build the framework and playbook to enable our CSMs to engage executive support to our most strategic customers through a global Executive Sponsor Program.
Desired Qualifications:
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BA/BS degree or equivalent practical experience.
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12+ years of relevant experience working in a cloud-related, program or project management role.
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Experience in building programs, cross-collaboration with multiple departments and teams, and driving operational efficiency to optimize for the customer experience.
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Extensive experience working cross-functionally across multiple internal teams, in a customer-centric environment.
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Extensive experience working in collaboration with C-Level executives both internally and externally to RingCentral.
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Experience in generating customer and business insights.
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Experience in working collaboratively across Product, Marketing, Engineering, Customer Success and Sales teams.
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Knowledge of cloud computing solutions.
What we offer:
RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)
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Comprehensive medical, dental, vision, disability, life insurance
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Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter Benefits
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401K match and ESPP
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Flexible PTO
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Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace
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Paid parental leave and new parent gift boxes
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Pet insurance
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Employee Assistance Program (EAP) with counseling sessions available 24/7
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Rocket Lawyer services that provide legal advice, document creation and estate planning
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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.
If you are hired in Colorado, the compensation range for this position is between $131,200.00 and $162,360.00 for 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.
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