Manager, Support Analytics
RingCentral
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: As the Manager of Support Analytics, you will drive innovation in systems, processes, and tools to increase the efficiency, simplicity, and scalability of our support operations. You’ll lead a team of Business Analysts, mentoring and coaching them to optimize performance and achieve strategic goals. With a focus on project management, data analysis, and cross-functional collaboration, you will play a critical role in improving support visibility, effectiveness, and the overall customer experience.
Job Duties:
Innovation & Process Improvement: Lead the development of new systems, processes, and tools to enhance support efficiency and scalability.
Team Leadership: Guide and mentor Business Analysts in projects, fostering collaboration and growth within the team.
Project Management: Oversee projects by identifying requirements, collaborating with operational teams, and managing milestones through implementation.
Reporting & Analysis: Work closely with support teams to generate ad-hoc and recurring reports, driving insights into team performance and customer satisfaction.
Best Practices Development: Establish and train support leaders on best practices to enhance operational effectiveness.
Cross-Functional Collaboration: Partner with various teams to support and resolve escalations related to partner implementations, commissions, and support.
Support Insights: Analyze support program data to identify opportunities for enhancing RingCentral's services and their value proposition.
Process Improvement: Recommend collateral and procedural enhancements based on stakeholder feedback to improve the support experience.
Stakeholder Engagement: Maintain a regular cadence of discussions with cross-functional teams to exchange insights and support data-driven decisions.
Desired Qualifications:
3-5 years of experience in operations or support for strategic IT partners.
Strong analytical and KPI reporting skills, with experience in Salesforce and BI tools.
Advanced Excel skills.
Proven success in supporting sales and operational initiatives.
Strong relationship-building and influencing skills, with the ability to engage with executive decision-makers.
Skilled in creating and delivering compelling presentations.
Ability to articulate cross-functional support processes at an executive level.
Excellent verbal and written communication skills.
Proactive, innovative, and technology-driven approach to problem-solving.
Team-oriented mindset with a dynamic, results-focused attitude.
Bachelor’s degree or equivalent military and/or work experience.
Exceptional organizational skills and attention to detail.
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
Paid parental and pregnancy leave and new parent gift boxes
Family-forming benefits (IVF, Preservation, Adoption etc.)
Emergency backup care (Child/Adult/Pets)
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.
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 $85,750.00 and $122,500.00 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 November, 29th, 2024. Please apply prior to the deadline to be considered for the role.