{"id":51789,"date":"2022-04-19T05:17:18","date_gmt":"2022-04-19T12:17:18","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=51789"},"modified":"2025-03-13T06:38:46","modified_gmt":"2025-03-13T13:38:46","slug":"finding-the-sweet-spot","status":"publish","type":"post","link":"\/us\/en\/blog\/finding-the-sweet-spot\/","title":{"rendered":"Finding the sweet spot."},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Highlights:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><i><span style=\"font-weight: 400;\">RingCentral Customer Support ensures every user is able to effectively put our products to work.<\/span><\/i><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><i><span style=\"font-weight: 400;\">Customer Support experts champion customer needs, share deep product knowledge, provide innovative solutions, build relationships, and drive success.\u00a0<\/span><\/i><\/li>\n<\/ul>\n<hr \/>\n<h2 class=\"heading h2\"><b>Right to the why.\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">We asked new SVP of Customer Support Marlena Werder what she does. She was much more excited about telling us <\/span><i><span style=\"font-weight: 400;\">why she leads.<\/span><\/i><span style=\"font-weight: 400;\"> So, we\u2019re going to lead with that.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cThe most fulfilling experiences in my career have happened when I was able to help create an environment where people can be wildly successful \u2014 where you can have career growth and financial success and grow and learn, and most importantly, like the person you take home at the end of the day.\u201d<\/span><\/p>\n<h2 class=\"heading h2\"><b>Maxing the value.<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Setting the bar at\u00a0 \u201cfulfillment \u201d isn\u2019t easy. Delivering on a goal like that requires working the data, forming a strategy and executing on it. For Werder, it all centers on delivering every ounce of value to users.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cI find the sweet spot in the intersection of understanding how customers achieve value with technology. I love bringing large groups of people together to do more collectively than they could individually. I\u2019m also kind of an operations numbers geek. I like the sort of systemic nature of what we do. I like the fact that we can make data driven decisions. So, using data to find value for customers, then executing on that to empower people \u2014 that\u2019s what gets me most excited.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"quote-text-break-point-large\">\n<p class=\"quote-text\">&#8220;I\u2019ve always thought that for people looking for a broad career path with lots of different opportunities, Customer Support is a great place to start.\u201d <\/p>\n<p class=\"quote-text-author\">Marlena Werder, RingCentral<\/p>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2 class=\"heading h2\"><b>Culture wins again.<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">So, what led Marlena to RingCentral? An assertive recruiter\u2026who had a great story to tell.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cI had a recruiter who\u00a0 was very\u2026what\u2019s the right word? <\/span><i><span style=\"font-weight: 400;\">Assertive. <\/span><\/i><span style=\"font-weight: 400;\">She kept calling and calling and calling. So I finally called her back and I really liked her. I loved her energy around the company. I probably did six or seven interviews, and every one reinforced cultural values or cultural experiences or behaviors that really appealed to me. (RingCentral) just felt like the kind of place where I could lean in and I enjoy my work and feel proud to be a part of the company. So, the culture was a big draw.\u201d<\/span><\/p>\n<h2 class=\"heading h2\"><b>Adding strength, not just size.\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">RingCentral is already known for solid customer support. But as the company grows, the needs grow, too. For Werder, that means opportunity across the board.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cI look at customer data to see where we are, and it&#8217;s certainly good. But I also look at the growth we\u2019re experiencing, and that tells me\u2014we need to get stronger. We have to think about every interaction as a moment of truth. So we can look at transactional data, where we\u2019re doing really well, but we can\u2019t stop there. We also have to look at the longer term Net Promoter Score that measures customer experience, loyalty and predicts future growth. That\u2019s a constant effort, and an area where we\u2019re always looking for an edge.\u201d\u00a0<\/span><\/p>\n<h2 class=\"heading h2\"><b>Immersive career opportunities.<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The cool thing about a career in Customer Support? It connects you to every part of the company.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cI\u2019ve always thought that for people looking for a broad career path with lots of different opportunities, Customer Support is a great place to start. It\u2019s a real opportunity for someone who might be thinking \u201dHow can I leverage artificial intelligence and automation and all these cool technologies to do my job better?\u201d We love people who think about the world in that way. But the other thing about Support is &#8211; you might deal with problems (no one ever calls us when they&#8217;re having a good day,) but you deal with<\/span><span style=\"font-weight: 400;\">\u2026them <\/span><i><span style=\"font-weight: 400;\">across the whole organization<\/span><\/i><span style=\"font-weight: 400;\">. We give people a real feel for Sales, Professional Services, Tester Engineering, Operations, and I think that makes us a great place to grow talent and develop people\u2019s careers.\u201d<\/span><\/p>\n<h2 class=\"heading h2\"><b>Big finish<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Customer Support is about human interaction. For Werder, that\u2019s a key ingredient for success.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cMy friendships and my relationships, that&#8217;s kind of what I&#8217;m all about. And I think the fact that I&#8217;m a leader makes me a better person, and the fact that I&#8217;m a mother and wife and daughter and sister makes me a better leader.\u201d<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: RingCentral Customer Support ensures every user is able to effectively put our products to work. Customer Support experts champion customer needs, share deep product knowledge, provide innovative solutions, build relationships, and drive success.\u00a0 Right to the why.\u00a0 We asked new SVP of Customer Support Marlena Werder what she does. She was much more excited &#8230;<\/p>\n","protected":false},"author":769,"featured_media":51790,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885],"tags":[],"class_list":["post-51789","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ringcentral-newsdesk"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Finding the sweet spot. | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Marlena Werder, SVP of Customer Support shares about the exciting opportunities in her department and talks about why you should join in.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/finding-the-sweet-spot\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Finding the sweet spot.\" \/>\n<meta property=\"og:description\" content=\"Marlena Werder, SVP of Customer Support shares about the exciting opportunities in her department and talks about why you should join in.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/finding-the-sweet-spot\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2022-04-19T12:17:18+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-13T13:38:46+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2022\/04\/MARLENA-01.png\" \/>\n\t<meta property=\"og:image:width\" content=\"931\" \/>\n\t<meta property=\"og:image:height\" content=\"701\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Stephen Stewart\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Stephen Stewart\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/finding-the-sweet-spot\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/finding-the-sweet-spot\/\"},\"author\":{\"name\":\"Stephen Stewart\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/3bb7118f401e704491d6cd1acc89c414\"},\"headline\":\"Finding the sweet spot.\",\"datePublished\":\"2022-04-19T12:17:18+00:00\",\"dateModified\":\"2025-03-13T13:38:46+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/finding-the-sweet-spot\/\"},\"wordCount\":747,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/finding-the-sweet-spot\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2022\/04\/MARLENA-01.png\",\"articleSection\":[\"Company news &amp; 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