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Sr. Manager, Advanced Support Engineering

3 months ago

Centennial, United States RingCentral Full time

Say hello to opportunities.
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 a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.
RingSense AI is our proprietary AI solution. It's designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.
This is where you and your skills come in. We're currently looking for: 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 very strategic role within the company and will focus on driving results and customer satisfaction.
As a Sr Manager, Advanced Support Engineering, you will have a broad and dynamic set of responsibilities from strategy to executing directives. This role requires a passion for building leaders, building relationships, and building teams that will deliver world class results to RingCentral and the customer.
To succeed in this role you must have experience in:

  • Lead, coach and motivate a team of Advanced Support Engineer (ASE) Managers and individual contributors to exceed expectations
  • Mentor and strengthen the existing leadership skill sets of other Advanced Support Engineering Managers
  • Share key insights on a weekly/monthly basis to the Director of Advanced Support
  • Team mentorship and guidance of soft skills development through ad-hoc and regular one-on-ones with team members focused on building team camaraderie and self-sufficiency
  • Observe, analyze, and initiate ways to improve the support organization development that will allow the team to be more efficient and meet functional, performance, and scalability requirements
  • Take strategic directions, design methods, and processes that will translate tactically to the ASE and management team
  • Recognize the needs of the business and how the ASE organization can help achieve the solution for those needs
  • Communicate effectively around priorities and goals for the entire ASE organization and work with ASE managers to cascade goals
  • Build and maintain cross-functional relationships and provide feedback as the voice of support
  • Manage customer expectations and experience to deliver high customer satisfaction and increase retention


Desired Qualifications:

  • 5+ years in Technical Support and 5+ years managing people in a customer-facing environment (3+ years of Technical Support management experience preferred)
  • Operational or support experience with RingEX and RingCentral Contact Center is a plus
  • Proven ability to think tactically and strategically to understand the support organization's vision and ensure that vision is executed with excellence
  • Must be resourceful and can collaborate cross-functionally with teams within RingCentral and partners
  • Intrinsically motivated with an intense curiosity and desire to produce high-quality work
  • Excellent verbal and written communication skills with presentation abilities
  • Ability to handle conflict and drive agreement on decisions in which conflicting opinions may exist
  • Strong problem-solving skills with the ability to analyze data, determine insights and develop processes to drive productivity and efficiencies
  • The ability to drive problem resolution and decision-making based on data
  • Must be a strong leader who can attract, motivate, retain, and develop team members
  • Ability to communicate and empathize with all levels of executives
  • Self-motivated with the ability to dive right in, be effective and make a difference


What we offer:

  • Comprehensive medical, dental, vision, disability, life insurance
  • Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
  • 401K match and ESPP
  • Paid time off and paid sick leave
  • Wellness programs including 1:1 coaching and meditation guidance
  • Paid parental and pregnancy leave and new parent gift boxes
  • Family-forming benefits (IVF, Preservation, Adoption etc.)
  • Emergency backup care (Child/Adult/Pets)
  • Pet insurance and Pet Telehealth
  • Employee Assistance Program (EAP) with counseling sessions available 24/7
  • Free legal services that provide legal advice, document creation and estate planning
  • Employee bonus referral program
  • Student loan refinancing assistance
  • Employee perks and discounts 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. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.
If you are hired in Colorado the compensation range for this position is between $74,900.00 and $107,000.00 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.
This role has an application deadline of (60 days from the date of posting). Please apply prior to the deadline to be considered for the role.
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