Manager, Advanced Support Engineering

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 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.

At RingCentral, our Advanced Support Engineers serve as the owner of the post-sales relationship with our most valued and high-profile customers. If you join our team, you will assume a strategic role within the company and will focus on driving results and customer satisfaction. As a Manager, Advanced Support Engineering, you will be responsible for leading a team of Advanced Support Engineers who deliver world-class technical support and customer relationship management. This role requires a passion for building high-performing teams, coaching individuals to excellence, and executing strategies that strengthen customer partnerships.

This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.

To succeed in this role you must have experience in:

• Lead, coach and motivate a team of Advanced Support Engineers (ASE) to build strong customer relationships and exceed expectations

• Team mentorship and guidance of 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

Desired Qualifications:

• 3+ years in Technical Support with strong customer relationship management focus and 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

• Must be resourceful and can 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

• The ability to support problem resolution and make data-driven decisions while ensuring customer relationship continuity

• Must be a strong leader who can attract, motivate, retain, and develop team members with exceptional customer relationship management skills

• Ability to communicate and empathize with all levels of team members and customers through effective team leadership

• Self-motivated with the ability to dive right in, be effective and make a difference in customer relationship outcomes through your team

• Bachelor's degree or equivalent military and/or work experience.

Work Requirements:

• Openness to work during night shifts and varied hours as per business requirements

• Ability to work within a 24x7x365 support environment

• Participate in after-hours on-call shift rotation.

What we offer: 

• Well-coordinated professional team.

• Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.

• Additional Health and Life Insurance Package.

• Employee Assistance Program.

• 25 vacation days.

• 200 BGN Digital Food Vouchers.

• 120 BGN Gross as part of the salary for Working Expenses Allowance.

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. 

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. 

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