{"id":609,"date":"2025-11-14T10:41:56","date_gmt":"2025-11-14T10:41:56","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=609"},"modified":"2025-11-14T10:41:59","modified_gmt":"2025-11-14T10:41:59","slug":"senior-project-manager-critical-accounts-problem-resolution-remote","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/senior-project-manager-critical-accounts-problem-resolution-remote\/","title":{"rendered":"Senior Project Manager \u2013 Critical Accounts &#038; Problem Resolution (Remote)"},"content":{"rendered":"\n<p><strong>RingCentral<\/strong> (a global leader in cloud communications, UCaaS, and Contact Center) is hiring a <strong>Senior Project Manager<\/strong> for the <strong>Critical Accounts Program Team<\/strong>. This leader is responsible for delivering a <strong>world-class problem resolution and communication experience<\/strong> for strategic enterprise customers, restoring confidence and ensuring rapid, coordinated resolution.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Location:<\/strong> <strong>Remote Utah<\/strong> (US-Remote)<\/li>\n\n\n\n<li><strong>Experience:<\/strong> <strong>10+ years<\/strong> developing relationships with strategic large enterprise customers; <strong>5+ years<\/strong> in the data networking\/telecommunications service provider or SaaS industry.<\/li>\n\n\n\n<li><strong>Certifications Preferred:<\/strong> Formal project management certifications such as <strong>PMI, PRINCE, and ITIL<\/strong>.<\/li>\n\n\n\n<li><strong>Focus:<\/strong> Crisis management (Command Control), Root Cause Analysis (RCA), critical account &#8220;get-well&#8221; plans, and serving as the central communication hub during outages.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Key Responsibilities: Crisis Leadership and Customer Advocacy<\/h3>\n\n\n\n<p>The Senior PM operates as an incident commander and customer advocate, focused exclusively on the company&#8217;s most important customer accounts.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Crisis &amp; Incident Management:<\/strong> Manage <strong>active incidents until resolution<\/strong>, coordinating communication and actions between <strong>SRE NOC, Support, and Customer Success<\/strong>.<\/li>\n\n\n\n<li><strong>Command Control:<\/strong> <strong>Manage and Exercise Command Control<\/strong> over large, complex programs involving the resolution of numerous concurrent customer experience issues.<\/li>\n\n\n\n<li><strong>Customer Liaison:<\/strong> <strong>Help customers navigate RingCentral<\/strong> by serving as the <strong>central point of communication<\/strong> to restore confidence. Champion the service experience by providing <strong>&#8220;get-well plan&#8221; coordination and oversight<\/strong>.<\/li>\n\n\n\n<li><strong>Program Execution:<\/strong> <strong>Develop and Execute Program Plans<\/strong>, including comprehensive planning, phasing, and strategic execution.<\/li>\n\n\n\n<li><strong>Post-Resolution:<\/strong> Complete and deliver <strong>Root Cause Analysis (RCA) documentation<\/strong> promptly to enable incremental change within the business.<\/li>\n\n\n\n<li><strong>Communication Hub:<\/strong> Serve as the <strong>Communication Hub<\/strong>, facilitating internal\/external calls and managing all formal customer communications related to the program.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Required Qualifications: Enterprise Experience and Formal Methods<\/h3>\n\n\n\n<p>Success requires a blend of deep industry knowledge, senior leadership ability, and formal project discipline.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Industry Expertise:<\/strong> Minimum <strong>10+ years<\/strong> of experience with strategic large enterprise customers; <strong>5 years minimum experience within the data networking industry<\/strong>, preferably with a <strong>telecommunications service provider or SaaS company<\/strong>.<\/li>\n\n\n\n<li><strong>Program Management:<\/strong> Proven track record of success with creating <strong>cross-functional alignment<\/strong> and driving projects to completion.<\/li>\n\n\n\n<li><strong>Technical Domain:<\/strong> Experience with <strong>Contact Center or SaaS<\/strong>.<\/li>\n\n\n\n<li><strong>PM Certifications (Preferred):<\/strong> Formal project management certifications such as <strong>PMI, PRINCE, and ITIL<\/strong> are preferred.<\/li>\n\n\n\n<li><strong>Skills:<\/strong> Proven ability to <strong>communicate at all levels with excellence<\/strong>. Self-motivated, detail-oriented, and results-oriented.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><\/h3>\n","protected":false},"excerpt":{"rendered":"<p>RingCentral (a global leader in cloud communications, UCaaS, and Contact Center) is hiring a Senior Project Manager for the Critical Accounts Program Team. This leader is responsible for delivering a world-class problem resolution and communication experience for strategic enterprise customers, restoring confidence and ensuring rapid, coordinated resolution. Key Responsibilities: Crisis Leadership and Customer Advocacy The [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[366],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[2882,2880,854,1625,2883,81,169,855,1577,2881],"class_list":["post-609","jobpost","type-jobpost","status-publish","hentry","jobpost_category-project-program-management","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-command-control","jobpost_tag-critical-accounts","jobpost_tag-customer-experience","jobpost_tag-incident-management","jobpost_tag-itil-pmi","jobpost_tag-remote","jobpost_tag-root-cause-analysis","jobpost_tag-saas","jobpost_tag-senior-project-manager","jobpost_tag-telecommunications"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/609","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=609"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=609"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=609"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=609"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=609"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}