Senior Project Manager

Senior Project Manager for the Critical Accounts Program Team

Say hello to possibilities. It's not everyday that you consider starting a new career. We're Ring Central, 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.

Ring Sense 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.

We're currently looking for :
Ring Central is hiring a Senior Project Manager for the Critical Accounts Program Team. In this role, you will be responsible for delivering a world‑class problem resolution and communications experience for some of our largest and most strategic enterprise customers. This is an exciting opportunity to join a growing organization within our Customer Experience Team and contribute directly to a recognized global leader in cloud communications.

• Manage qualified projects through rapid coordination of internal ownership, resolution, and align stakeholders on progress.
• Help customers navigate Ring Central by serving as the central point of communication to restore confidence on projects and make it easy for customers to do business.
• Champion the customers' service experience by providing the necessary get‑well plan coordination and oversight until initiatives are resolved.
• Serve as the expert for internal SLA's, operational processes, and ongoing plans to support accurate expectation setting with customers and cross‑functional teams.
• Foster strategic internal partnerships to assist with providing a best in class customer experience.
• Work cross‑functionally to communicate project scope, timelines, and dependencies for all critical account efforts.
• Complete and deliver root cause analysis documentation in a timely manner to enable incremental change within the business from learnings.
• Responsibilities of Liaising Between NOC, Support, and Customer Success :
• Manage active incidents until resolution by coordinating communication and actions between SRE NOC, Support, and Customer Success.
• Simplify communication during an outage to convey a unified message.
• Coordinate and compile updates to ensure prompt communication with all internal customer‑facing stakeholders during outages.
• Manage and Exercise Command Control over large, complex programs that involve the resolution of numerous concurrent customer experience issues.
• Develop and Execute Program Plans, including comprehensive planning, phasing, and strategic execution.
• Serve as the Communication Hub, facilitating necessary internal / external calls and managing all formal customer communications related to the program.
• Collaborate for Success :
  Partner directly with the Account Team to ensure program activities maintain a positive customer experience and achieve successful outcomes.

• Minimum 10+ years developing relationships with strategic large enterprise and communication provider customers, with a strong focus on problem resolution and the overall Customer Experience.
• Proven track record of success with creating cross‑functional alignment and driving projects to completion.
• Formal project management certifications such as PMI, PRINCE, and ITIL preferred.
• Experience with Contact Center or SaaS
• 5 years minimum experience within the data networking industry, preferably with a telecommunications service provider or SaaS company.
• Self‑motivated individual capable of working in a face‑paced, dynamic environment.
• Detail and results oriented; skilled at both planning and hands‑on execution.
• Proven ability to communicate at all levels with excellence.

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible…