Putting Customers First | RingCentral | #customersupport #supporticket

Highlights:

• Providing excellent customer success starts with listening to your customers, understanding their business needs, and earning their trust. 
• In order to make Diversity, Equity & 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 and Culture values.

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. 

“I joined RingCentral for a few main reasons. One, because RingCentral is focused on taking care of our customers. RingCentral’s 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 — we will definitely be hiring! 

Carlos 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’s culture in the first few days of onboarding.  

“The culture at RingCentral is one that cares about employees. I have only been here for a few days and 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. …At the end of the day, I think people work for people, not companies.”

Diversity is the core of our culture.

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 & Inclusion (DEI), it can be easy for companies to ‘talk the talk’ without taking action. The hard part is ‘walking the walk’ — doing work that reflects those values. 

“I think it is really important to highlight the underrepresented groups within an organization. At RingCentral, we celebrate Hispanic Heritage Month (celebrated from September 15 through October 15) which is really important.” But as Carlos explained, it can’t end there. 

“DEI is not something you can highlight in one slide of a presentation – it is something you have to live by every day…diversity has to be in the fabric of the culture you are a part of – it is at RingCentral. 

It is all about sharing experiences. 

While celebrating cultural pride through events like Hispanic Heritage Month is important — 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’re opening doors for others.

“As 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, it’s a relay. I have to ask myself, ‘how do I pass the lessons I’ve learned and the discoveries I’ve made, to future generations who are trying to break into the tech world?’ 

I believe that it is my job to share about what I’ve done in my career. I want to be clear, I didn’t get this job because I am Latino – I got this job because of what I’ve 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.”

The more we learn from customers, the better we are.  

As the SVP of Global Customer Success, Carlos’ 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’s products and customer experience even better.

“Having a great product is a very important piece of success. But that’s 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’s 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’re going to need in the future. 

Customers learn from each other. That’s 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 RingCentral is a key piece of that success –  and customers are at the center of it.  

Carlos, welcome to the RingCentral team. Your experience, passion, empathy and creativity are what RingCentral is all about. If you’d like to join Carlos’ team, he’s all ears.

Originally published Oct 12, 2022