RingCentral Jobs
Premium Support Offering Team Leader/Technical Account Manager
Description:
The Premium Support Team Leader will manage a team of Premium Support Agents or Technical Account Managers for an industry-leading, cloud-based VOIP technology company headquartered in Silicon Valley. This individual will be responsible for building and growing a multi-million dollar business providing fee-based premium support services to RingCentral’s larger and enterprise clients. He or she will create a passionate workforce of highly skilled representatives that consistently delivers outstanding experiences to RingCentral’s largest and most valuable customers. This individual will manage the daily operations to ensure overall performance targets are met at the desired service level standards. He or she will be accountable for the recruitment, training and management of employees. He or she will monitor daily staffing and call volume trends, coach and develop their team, and resolve issues on-the-fly that come up. They will also be responsible for the planning, design and implementation of new high value benefits and initiatives to support future business growth of the premium support offering.
Primary Job Responsibilities:
- Manage a team that supports Enterprise clients who have purchased RingCentral’s premium support offering
- Partner with internal teams responsible for selling premium support offerings to generate awareness & sales
- Analyze feedback from customers to help expand the features and benefits of the premium support offering
- Develop and define additional high-value services that can be added to the offering
- Manage a team of premium support agents and direct their activities to achieve business targets and goals
- Manage and improve the P&L of the Premium Support business
- Identify, recommend and support the implementation of various programs to improve results
- Regularly achieve and exceed service level agreements and quality/customer satisfaction targets
- Monitor team performance to ensure that quality and training goals are supported
- Prepare and present both written and verbal communication and updates to colleagues and leadership
- Accountable for the team’s operational efficiency and utilization
- Ensures that the team is sufficiently staffed to meet current and future service level and quality goals
- Measure and demonstrate improvement in team and agent productivity
- Identify and articulate reporting requirements which includes targets, specific data and expected outcomes
- Schedule, coordinate and facilitate ongoing Business Reviews
- Deliver reports and analysis on time to help understand current state and inform future decisions
- Contributes analysis, resources and insights to other projects across the business
- Sustain and grow the support business by offering proactive solutions and identifying future opportunities
- Accountable for the recruiting, hiring and retention of staff at the agent level
- Define objectives and provide rewards and recognition to individuals or teams once results are achieved
- Write & conduct performance evaluations, make employment decisions & set performance goals for the team
- Sets up objectives and gives rewards and recognition to individuals or teams once results are achieved
- Identifies training needs of the team and leads efforts to deliver against those needs
Qualifications and Desired Skills:
- Technical Account Management or fee-based Premium Support Services experience is desirable
- 5-7 years providing technical support in the Call Center Industry for a BPO or corporation
- 3-5 years managing a team of technical support agents or Technical Account Managers
- Implementation, consulting or support experiences with VOIP, networking or Call Center Solutions is a plus
- Entrepreneurial individual who role models outstanding management and leadership characteristics
- Manages own P&L account with demonstrated ability to improve both top and bottom line results
- Demonstrated experience recruiting, hiring and retaining highly skilled and highly motivated employees
- Ability to work independently with minimal management guidance
- Results-oriented leader who defines and manages achievement of performance objectives
- Outstanding interpersonal skills to communicate and interact with all levels of internal & external customers
- Understand the evolving support and service requirements of customers
- Ability to set business expectations and proactively manage teams to deliver against those expectations
- Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
- Ability to successfully deliver multiple complex projects simultaneously
- Ability to think and influence both at the strategic and execution level
- Acts with confidence and decisiveness to solve people problems
- Excellent oral and written communication skills including listening and presentation skills
- Capable of analyzing complex situations and planning for contingencies
- Bachelors Degree Required. MBA or advanced degree is a plus.
About RingCentral
RingCentral is a leader in cloud computing based business phone systems, with tens of thousands of business customers and top industry honors, including the PC Magazine Editor's Choice Award, the Small Business Computing Excellence in Technology Award, and the 2010 World Economic Forum Technology Pioneer Award. The RingCentral technology platform eliminates the need for expensive and technically complex on-premise legacy phone systems. By combining a hosted, multi- extension business phone system with advanced voice and fax functionality, RingCentral provides small businesses with world-class business capabilities that, until recently, were available only to large corporations. Headquartered in San Mateo, California, RingCentral is privately held with backing from Sequoia Capital, Khosla Ventures, and DAG Ventures. For more information, please visit: www.ringcentral.com.
To apply:
To apply, please submit your resume and salary requirements to jobsmanila@ringcentral.com