About the Role: As a Project Manager in our Service Delivery 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 project, 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 customer-driven mindset; enjoying the relationships you’ll build with each partner and customer 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:

• Detail-oriented and organized, ready for whatever comes your way
• See obstacles as opportunities
• Thrive in uncertainty and change
• Resilient and love a good challenge
• Unafraid to speak up when you see areas for improvement
• Reliable: when you say you’ll do something, you get it done
• Take initiative: don’t wait to be told what to do and see it through
• Cultivate relationships built on trust and accountability

Responsibilities:

• Collaborate with our strategic partners to coordinate project timeline and deliverables, ensuring on-time and accurate delivery
• Oversee and coordinate all aspects of project delivery, including customer account discovery, technical setup and onboarding, and system training
• Successfully manage simultaneous customer onboarding projects at various stages of development, maintaining consistent, open communication with partners and internal stakeholders alike
• Identify recurring customer issues to improve system adoption, reduce friction and increase process efficacy
• Collaborate internally to develop migration program best practices through routine communication, process documentation, and knowledge sharing
• Establish appropriate expectations with strategic partners while becoming their internal champion and advocate, ensuring their issues are escalated and resolved in a timely manner
• Identify, communicate and mitigate project risks to ensure project delivery goals are met or exceeded
• Break projects and tasks down into manageable pieces for delegation to other members of the team
• Develop accurate and realistic performance and time estimates for project delivery
• Delivery daily, weekly, monthly and quarterly reports on project progress against plan and forecast

Qualifications:

• 3+ years in customer-facing roles, including Sales, Customer Success, or Customer Support
• 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 issues or concerns into actionable insights and deliverables 
• Team player who will collaborate across the organization to ensure customer satisfaction and retention 
• Experience working with Salesforce, Service Desk, SmartSheet and other SaaS tools essential to the business
• Strong analytical skills with the ability to identify, analyze, interpret and solve practical and complex problems using tools like Excel
• Previous Telecom or UCaaS experience
• Project management experience

What We Offer:  

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

Compensation:  

• $60,000 – $75,000 + 10% Incentive Compensation Bonus