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Customer Communications Project Manager

| Greater Denver Area

Customer Communications Project Manager
Job Type: Full Time
Location: Denver, CO
Department: Customer Support

 The RingCentral environment is dynamic, success-driven, team-oriented and committed to providing world-class service for its customers. Do you have the ability to thrive in a fast-paced environment? We are looking for candidates with an entrepreneurial spark! 

We're not a phone company; we're a cloud business solutions provider. We've thrown out the old PBX along with its rigid rules and eliminated the complexity and unnecessary expense of managing business communications the old way. 

RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered lunch and breakfast on a daily basis as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks. 

RingCentral is looking for an Intern on the Customer Communications Team who will be responsible for delivering a world-class communications experience surrounding scheduled maintenance and incidents for our customers. This is an opportunity to help build a new organization and create critical new capabilities within the Customer Communications & Escalation Management Team (CCEMT) in Global Services & Support for a recognized leader in global cloud communications.

Responsibilities:

  • Monitor scheduled maintenance and incident systems for customer communication needs on a 24/7, global basis.
  • Respond to customer requests within defined SLA timeframes including direct response, coordination with peer organizations, facilitation of customer-to-customer interaction and other means.
  • Build rapport and work closely with peers in other organizations such as Customer Success, GNOC, and Customer Care / Tier III to ensure individual communication project plans are developed appropriately.
  • Build rapport with partner contacts and customer users; promote the RingCentral Customer Experience.
  • Demonstrate logical mindset and solid traits including analytical and problem-solving skills
  • Work directly with leadership to identify tactical challenges and potential solutions. Review the sentiment of customer communications feedback and document.

Qualifications: 

  • Minimum 5 years in a customer-facing role such as Support, Network Operations, or Professional Services.
  • Formal project management certifications such as PMI, PRINCE, and ITIL preferred.
  • Minimum 5 years developing relationships with strategic large enterprise and communication provider customers, with a strong focus on communications delivery and the overall Customer Experience.
  • 3-5 years minimum experience within the data networking industry, preferably with a telecommunications service provider or SaaS company.
  • Proven track record of implementation of scalable enterprise programs and processes.
  • A self-motivated individual capable of working in a face-paced, dynamic environment.
  • Detail and results-oriented; skilled at both planning and hands-on execution.
  • Must be customer and relationship-focused with strong interpersonal and communication skills.
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Technology we use

  • Product
  • Sales & Marketing
    • ConfluenceManagement
    • MedalliaCMS
    • BoxCMS
    • SalesforceCRM

Location

We are located in the Denver Tech Center.

What are RingCentral Perks + Benefits

Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
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