icsm center of Excellence leadRingCentral

Say hello to possibilities. 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 the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.We're a $1.5 billion company that's growing at 30+% annually and we're expanding our Global Ops Team to make sure we stay ahead of the competition. We're currently looking for a key leader to help build, scale, and manage the Inside Customer Success function (I-CSM). This role's title is Inside CSM Lead for the Center of Excellence. In this role, you will be responsible for driving the key actions for success tying actions to results across CSM, Sales, IT, Product, Legal, Finance, and other key stakeholders. You will team closely with the ICSM leader to operationalize strategic projects. While the I-CSM team is being built from the ground up you will thoroughly assess, analyze and evaluate business requirements and team needs. You will work directly with internal and external stakeholders on critical business projects and develop comprehensive project plans with a solid business justification to support the prioritization and follow through to execution. The ideal candidate possesses a unique blend of business and technology acumen, big picture vision, and the drive to make that vision a reality. This individual will be a strong and innovative leader, able to lead cross-functional teams to complete sub-projects, with a strong understanding of priority setting, risk identification, prioritization and risk mitigation actions. The ability to manage through requirement evolution aligned with new insights and changing business demands is essential as we establish a new organization. A strong organizational skill is imperative to prioritize strategic sub-projects while implement key operational activities such as onboarding/offboarding, accruals, and analysis of weekly business reports driving smooth business operations. To succeed in this role, you must have experience in:Key Responsibilities
Support the Inside CSM leader to build a world-class organization
Apply Program Management best practices and technology to manage and lead cross-functional strategic initiatives.
Partner with business stakeholders to understand, analyze, refine, prioritize, and communicate business needs to ensure that the assigned team fully understands the project scope, objectives, and requirements
Create a formal network and act as the liaison between business stakeholders, users, and adjacent teams
Monitor cross-functional projects by identifying project milestones, tracking activity, resolving problems, publishing progress reports, and recommending actions.
Synthesize data into useful structured formats and bring actionable insights
Understand and communicate the financial and operational impact of any changes.
Demonstrate problem solving and analysis skills, combined with excellent business judgment and communication skills.
•Collaborate with the business to ensure business readiness and transfer knowledge for any new process / system
Communicate complex projects to audiences that include Customer Success executives, Enablement team, Marketing, Post Sales operations, and cross functional leadership.
Drive continuous improvement of ICSM experience with supporting processes encompassing Adoption Campaigns, Daily Operational artifacts and tools, Renewal Process, and Forecasting driving productivity and making recommendations to support an organization scaling at a rapid pace.
Implement operational activities such as onboarding/offboarding and accrual tie off donating to a smooth growth of the team throughout ramp.
Desired Qualifications:Key Attributes:We are looking for a self-starter with a proven ability to execute both strategically and tactically, and someone who is excited to do what it takes to make the company successful
Results-Driven:
You can be counted on to exceed goals successfully. You steadfastly push yourself and others for results. You are not afraid to roll up your sleeves and do what it takes -no matter how small the task.
Excellent planning and execution skills: You own and are accountable for delivering the execution to the overall strategy. You can see opportunities for synergy and partnership where others can't. You can simplify complex processes. You are exceptional at planning and can anticipate and adjust for problems and roadblocks.
Strong communication skills: You communicate information and ideas to individuals and teams in an articulate, focused, and compelling way.
Collaborative: You love to collaborate with peers, sales, marketing, product managers, executives and other cross-functional teams to inspire them to do their best
Strong leadership qualities including a hands-on, non-bureaucratic leadership style, to include open and frequent communications at all levels of the organizations. Must be able to facilitate groups, mobilize people, come to a consensus, and communicate direction.
Quick Learner: Because this role interfaces with all parts of the company, your ability to deep dive and understand the working sand issues of many departments is critical.
Adaptable and willing to work in fluid business situations.
Essential Skills:
5+ years of cross-functional, cross-disciplinary, and program management experience
Proven experience managing a diverse portfolio across many stakeholders
Experience overseeing complex programs with multi-project timelines
Experience in Cloud, SaaS, Software, or telecommunications
Excellent documentation skills
Strong analytical, planning, and organizational skills with an ability to manage competing demands
Amenable to work from 9pm to 6am, Monday to Friday MNL
Nice to Have:
CSM experience and operations.
What we offer:RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement).
Work from home temporarily between October2021 to December 2021, or until further notice •Comprehensive HMO package (medical and dental)
Personal Time Off Leaves
Quarterly Performance Bonus
Employee Assistance and Wellness Programs
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 RingCentralRingCentral, Inc. (NYSE:RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video PhoneTM (MVPTM) 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. By completing your application for this role, you:•Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities.#LI-NG1
RingCentral

Manila City, Metro Manila
Permanent
Full-time