PROGRAM MANAGER – CLIENT EXPERIENCE

| Greater Denver Area
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As a Program Manager in our Client Experience department, you will oversee ongoing project implementation, collaborating with internal and external stakeholders to ensure the accurate and timely realization of project deliverables. The scope of your daily workflow will change by the day, and the client, and you will embrace the fluid nature of this position with focus and determination.

In this dynamic role, you will be part of a highly functioning Strategic Programs team while also thriving on the autonomy that comes with this position. You will approach your work as a problem solver with a client-driven mindset; enjoying the relationships you’ll build with each partner and client while becoming their champion within FluentStream. Problem-solving skills, strategic thinking, and personal initiative are key to success. Your work will be integral to FluentStream’s long-term success, and your impact will span across the company as you collaborate with other departments to improve our products and processes.

Our fast-moving culture demands that you not only identify what needs to be done but drive it to completion. We enable smart, critical thinkers to make decisions and move quickly while encouraging them to utilize the resources around them by always fostering a collaborative, team-oriented approach.

About you:

  • You are detail-oriented and organized, ready for whatever comes your way
  • You see opportunity in obstacles
  • You thrive in uncertainty and change
  • You are resilient and love a good challenge
  • You speak up when you see areas for improvement
  • You are reliable: when you say you’ll do something, you get it done
  • You don’t wait to be told what to do, you take the initiative and see it through
  • You cultivate relationships built on trust and accountability

Responsibilities:

  • Collaborate with partners to coordinate project timeline and deliverables, ensuring on-time and accurate delivery
  • Become a FluentStream system expert capable of troubleshooting and resolving client issues, identifying product gaps, or determining technical hurdles preventing seamless product adoption
  • Oversee all aspects of project delivery, including account discovery, technical setup and migration, and system training
  • Successfully manage simultaneous projects at various stages of development, maintaining consistent, open communication with partners and clients
  • Identify recurring client issues to improve system adoption, reduce friction and increase process efficacy
  • Guide end-users through successful technology implementation and training to ensure long-term satisfaction and product adoption
  • Build trust and communicate effectively with owners, executives, office managers, and power users alike to instill confidence in FluentStream’s team and our technology
  • Collaborate internally to develop integration program best practices through routine communication, process documentation, and knowledge sharing
  • Establish appropriate expectations with clients while becoming their internal champion and advocate, ensuring their issues are escalated and resolved in a timely manner

Qualifications:

  • 2-3 years in client-facing roles, including Sales, Customer Success, or Customer Support
  • Previous telecom or SaaS experience
  • Proven ability to prioritize multiple tasks of varying importance and urgency
  • Detail oriented with excellent planning, problem-solving and organizational skills
  • Empathetic communicator, capable of translating client issues or concerns into actionable insights and deliverables
  • Clear and consistent communicator who follows up and follows through
  • Team player who will collaborate across the organization to ensure client satisfaction and retention
  • Flexible while working in a fast-paced environment

Preferred Qualifications:

  • Bachelor’s degree
  • Experience working with helpdesk systems, ticketing boards and other SaaS tools essential to the business
  • Project management experience
  • Must be able to work in our Denver offices (no remote or relocation assistance available)

Compensation: $50,000 per year

We offer:

We have a kegerator of course, a fancy espresso machine, dog friendly, and a work hard/play hard mentality.

  • Health Insurance, Dental Insurance, Vision
  • 401k Plan
  • Unlimited PTO policy
  • Paid family leave
  • Company equity program
  • Professional Development/Tuition Reimbursement

FluentStream is one of Colorado’s fastest growing software companies, according to Inc. Magazine, and one of the most enjoyable places to work. Our mission is to simplify how businesses communicate with their clients. Our unified suite of cloud-based software apps provides businesses with a single system to power, manage and improve live client communications. In addition to replacing legacy business phone systems, we also power video, screen-sharing, fax, messaging and other business communication channels.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • iOS/SwiftLanguages
    • AndroidLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • CouchDatabases
    • AWS (Amazon Web Services)Services
    • QuickSightsAnalytics
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • NotionManagement
    • WordpressCMS
    • SalesforceCRM
    • SlackCollaboration
    • ZoomCollaboration

Location

We are a fully remote distributed workforce with employees all over the United States.

An Insider's view of FluentStream

What are some social events your company does?

We have an annual event where employees get to meet in person and engage in fun team-building activities.
In addition to that, we plan virtual happy hours and games, either by team or with the whole company.

Kala

Technical Recruiter

What does your typical day look like?

My typical day at FluentStream is generally filled with exciting challenges. Setting my team up for success whether through 1:1 meetings or in the midst of a customer interaction is always a thrill. I love helping my agents improve everyday. My daily work at FluentStream embodies our core value of Continuous Improvement Isn't Optional and I am prou

Gary

Support Team Lead

How has your career grown since starting at the company?

My manager is very open and accepting of career and professional development conversations. I expressed my goal to earn more seniority within the company, and we came up with a plan to help me achieve that goal. After successfully completing my objectives, my manager helped me achieve my goal and I was promoted to a more senior title months later!

Lauren

Senior Manager, Financial Planning and Analysis

How do you empower your team to be more creative?

The most important thing is to ask for ideas and not “punish” people when the ideas don’t work. If you don’t try, you’ll never get better. I try to model this as much as possible - when my ideas fail or if I make a mistake, I acknowledge it and fix it. I encourage others and try to reward this type of behavior.

Teresa

CFO

How does your team reward individual success?

FluentStream launched Cooleaf, a recognition and rewards platform; it's an excellent way for our team to stay engaged by giving recognition in real time to celebrate wins by doing just that. While you can earn points and redeem rewards for gift cards, swag, merchandise, or donate your points to charity, the authenticity of the shoutout is genuine.

Ashley

HR Generalist

What are FluentStream Perks + Benefits

FluentStream Benefits Overview

Your passion, flexibility, and commitment to lifelong learning will be greeted with a unique company culture that emphasizes fun as an integral component of delivering world-class products. As a hyper-growth organization we are focused on promoting from within. We invest in your training and development to grow your career! As a fully remote, work from home company, we stay connected with fun virtual events and social Slack channels and allocate time during our Zoom meetings for casual conversation and getting to know one another. We offer medical, dental, vision, 401k, PTO and paid family leave and a generous professional development benefit.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Fitness benefit as well as team workouts.
Mental health benefits
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Pet friendly
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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