People Matter

Customer Support, GTM Program Manager



Customer Service, Operations
Multiple locations
Posted on Friday, May 24, 2024

This role is hybrid, reporting into an office 3-4x a week.

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:

The primary function of the Customer Support, GTM Program Manager is to support the launch strategy development and flawless execution of assigned go-to-market initiatives, product launches and projects. Throughout coordinating all change management for the Customer Support team.

Job Duties:

  • Coordinate, establish and maintain relationships with product, professional services and other teams to stay on top of the GTM launches and ensure a smooth transition into support.

  • Propose, create and implement the change management process for all GTM initiatives within Customer Support.

  • Work closely with Enablement, QA, and other operational teams to ensure alignment and smooth launches of GTM products, features and initiatives.

  • Develop the GTM Strategy based on the business goals, in alignment with Care Leadership

  • Work cross-functionally to define measurable objectives, strategy, and deliverables

  • Partner with senior management to drive alignment on strategic direction, and ensures alignment between all retail stakeholders

  • Develop project road map, assign key owners, lead project meetings, maintain project status, provide executive updates, establish key learnings and insights, follow up and drive through completion.

  • Contributes to finding newer, better or more efficient ways of going to market in a highly matrixed organization.

  • Holding cross-functional team members accountable to project deadlines and deliverables.

To succeed in this role you must have experience in:

  • Project Management: Proven experience (3+ years) as a Project Manager or similar role.

  • GTM Strategy: Demonstrated experience in developing and executing go-to-market strategies for new products or services.

  • Cross-functional Collaboration: Experience working closely with cross-functional teams (e.g., sales, marketing, product development, customer support).

  • Working in a fast-paced agile environment delivering change to frontline customer facing teams

Desired Qualifications:

  • PMP Certification and/or frontline change delivery experience
  • Business Administration, Communications, Product Management degree or equivalent military and/or work experience

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 and $107,000 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 7/17/2024. Please apply prior to the deadline to be considered for the role.