{"id":53413,"date":"2022-10-12T09:18:41","date_gmt":"2022-10-12T16:18:41","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=53413"},"modified":"2025-03-13T06:38:05","modified_gmt":"2025-03-13T13:38:05","slug":"carlos-granda-putting-customers-first","status":"publish","type":"post","link":"\/us\/en\/blog\/carlos-granda-putting-customers-first\/","title":{"rendered":"Putting Customers First"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Highlights:<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providing excellent customer success starts with listening to your customers, understanding their business needs, and earning their trust.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In order to make Diversity, Equity &amp; Inclusion (DEI) the core of our company culture, it must be part of the fabric of our culture and celebrated every day not just once a year.<\/span><\/li>\n<\/ul>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"Carlos Granda: Hispanic Heritage Month\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/fOTzEq_OTRU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<h2 class=\"heading h2\"><b>Customer Success and Culture values.<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">We sat down with new SVP of Global Customer Success Carlos Granda to understand what inspired him to join forces with RingCentral. His answer was two-fold.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201c<\/span><i><span style=\"font-weight: 400;\">I joined RingCentral for a few main reasons. One, because RingCentral is focused on taking care of our customers. RingCentral\u2019s leadership is committed to growing and evolving our customer care approach. I am excited to strategize and double-down on how to support the growth that we are expecting over the next few years \u2014 we will definitely be hiring!\u00a0<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">Carlos<\/span> <span style=\"font-weight: 400;\">emphasized that his team will focus their growth efforts by hiring Customer Success Managers in the United States, Europe and South America. Carlos continued by telling us about how he experienced RingCentral\u2019s culture in the first few days of onboarding.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201c<\/span><i><span style=\"font-weight: 400;\">The culture at RingCentral is one that cares about employees. I have only been here for a few days and <\/span><\/i><i><span style=\"font-weight: 400;\">have already had many impromptu meetings with people in the hallway, which have really accelerated my onboarding experience and given me insight into how to deliver value back to the customer. \u2026<\/span><\/i><i><span style=\"font-weight: 400;\">At the end of the day, I think people work for <\/span><\/i><i><span style=\"font-weight: 400;\">people<\/span><\/i><i><span style=\"font-weight: 400;\">, not companies.<\/span><\/i><span style=\"font-weight: 400;\">\u201d<\/span><\/p>\n<h2 class=\"heading h2\"><b>Diversity is the core of our culture.<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">As a LatinX leader, Carlos takes pride in his heritage and wanted to join a company that really appreciates diversity and inclusion. Carlos pointed out that when it comes to Diversity Equity &amp; Inclusion (DEI), it can be easy for companies to \u2018talk the talk\u2019 without taking action. The hard part is \u2018walking the walk\u2019 \u2014 <\/span><span style=\"font-weight: 400;\">doing work<\/span><span style=\"font-weight: 400;\"> that reflects those values.\u00a0<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u201cI think it is really important to highlight the underrepresented groups within an organization.<\/span><\/i> <i><span style=\"font-weight: 400;\">At RingCentral, we celebrate Hispanic Heritage Month <\/span><\/i><span style=\"font-weight: 400;\">(celebrated from September 15 through October 15)<\/span><i><span style=\"font-weight: 400;\"> which is really important.\u201d<\/span><\/i><span style=\"font-weight: 400;\"> But as Carlos explained, it can\u2019t end there.\u00a0<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u201cDEI is not something you can highlight in one slide of a presentation \u2013 it is something you have to live by every day\u2026diversity has to be in the fabric of the culture you are a part of \u2013 it is at RingCentral.\u00a0<\/span><\/i><\/p>\n<h2 class=\"heading h2\"><b>It is all about sharing experiences.\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">While celebrating cultural pride through events like Hispanic Heritage Month is important \u2014 Carlos points out that being seen, valued, and appreciated should occur all of the time, not only during a dedicated month. To his point, when underrepresented groups share their perspectives and accomplishments, they\u2019re opening doors for others.<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u201cAs a Latino person, I am a member of an underrepresented group in the tech industry. What this means to me, is that [being seen] is not a race or a marathon. Rather, <\/span><\/i><b><i>it\u2019s a relay<\/i><\/b><i><span style=\"font-weight: 400;\">. I have to ask myself, \u2018how do I pass the lessons I\u2019ve learned and the discoveries I\u2019ve made, to future generations who are trying to break into the tech world?\u2019\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">I believe that it is my job to share about what I\u2019ve done in my career. I want to be clear, I didn\u2019t get this job because I am Latino \u2013 I got this job because of <\/span><\/i><i><span style=\"font-weight: 400;\">what<\/span><\/i><i><span style=\"font-weight: 400;\"> I\u2019ve been able to do for the last 30 years. I hope that by sharing my story I am able to help pave the way for future generations.\u201d<\/span><\/i><\/p>\n<h2 class=\"heading h2\"><b>The more we learn from customers, the better we are.<\/b><span style=\"font-weight: 400;\">\u00a0\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As the SVP of Global Customer Success, Carlos\u2019 main responsibility is to ensure that customers are getting the most value from RingCentral products. What is his strategy? Sharing stories. Carlos believes that listening to our customers and sharing their stories will help make RingCentral\u2019s products and customer experience even better.<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u201cHaving a great product is a very important piece of success. But that\u2019s only one part of the equation. At the end of the day, success comes from ensuring that our customers are receiving value from our technology and the overall customer experience. It\u2019s critical that customers are being heard. My goal is to represent the voice of our customers and share that feedback to the rest of the company. This will help ensure that we serve our customers well and that we build products that they\u2019re going to need in the future.\u00a0<\/span><\/i><\/p>\n<p><b><i>Customers learn from each other<\/i><\/b><i><span style=\"font-weight: 400;\">. That\u2019s why I think it is important to highlight customer success stories and show how customers are using our technology. Not only should we share their success stories, we should celebrate them because <\/span><\/i><b><i>RingCentral is a key piece of that success \u2013\u00a0 and customers are at the center of it<\/i><\/b><i><span style=\"font-weight: 400;\">.\u00a0\u00a0<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">Carlos, welcome to the RingCentral team. Your experience, passion, empathy and creativity are what RingCentral is all about. If you&#8217;d like to join Carlos\u2019 team, he\u2019s all ears.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Providing excellent customer success starts with listening to your customers, understanding their business needs, and earning their trust.\u00a0 In order to make Diversity, Equity &amp; Inclusion (DEI) the core of our company culture, it must be part of the fabric of our culture and celebrated every day not just once a year. Customer Success &#8230;<\/p>\n","protected":false},"author":769,"featured_media":53416,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885],"tags":[],"class_list":["post-53413","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>Putting Customers First | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"New SVP of Global Customer Success, Carlos Granda, shares why he joined RingCentral and his vision for empowering customer success.\" \/>\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\/carlos-granda-putting-customers-first\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Putting Customers First\" \/>\n<meta property=\"og:description\" content=\"New SVP of Global Customer Success, Carlos Granda, shares why he joined RingCentral and his vision for empowering customer success.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/carlos-granda-putting-customers-first\/\" \/>\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=\"2022-10-12T16:18:41+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-13T13:38:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/CARLOS-GRANDA-BLOG-02.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\/carlos-granda-putting-customers-first\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/carlos-granda-putting-customers-first\/\"},\"author\":{\"name\":\"Stephen Stewart\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/3bb7118f401e704491d6cd1acc89c414\"},\"headline\":\"Putting Customers First\",\"datePublished\":\"2022-10-12T16:18:41+00:00\",\"dateModified\":\"2025-03-13T13:38:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/carlos-granda-putting-customers-first\/\"},\"wordCount\":843,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/carlos-granda-putting-customers-first\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/CARLOS-GRANDA-BLOG-02.png\",\"articleSection\":[\"Company news &amp; 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