FLUENTSTREAM IS SEEKING AN ASSOCIATE IMPLEMENTATION COORDINATOR TO FOCUS ON ONBOARDING OUR SMALL TO MEDIUM-SIZED CUSTOMERS THAT COME INTO OUR SALES CHANNELS.

ABOUT YOU:

• You are detail-oriented, operationally-minded and organized, ready for whatever comes your way
• You can handle multiple orders simultaneously and see each through to completion
• You see opportunity, not defeat, 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 a problem-solver, and no problem is too large
• You are an analytical thinker, and love solving a good puzzle
• 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
• You enjoy working directly with customers and finding the perfect fit for their unique communication needs
• You love delivering the service

RESPONSIBILITIES:

• With a clear and agreed-upon timeline, guide end-users through successful technology implementation, including discovery, account-building and training to ensure long-term satisfaction and product adoption
• Collect functional requirements from end users and translate them into FluentStream applications
• Function as the sole integration point between the customer and our service delivery process, including designing their new PBX, users and call flow
• Successfully manage relationships with multiple customers at once and keep them engaged in the onboarding process by maintaining open communication with strategic partners, partners and customers alike
• Provide proactive configuration synergy, including testing, documentation and training to ensure a smooth client experience during transitions
• Effectively manage goals, dates and milestones to successfully onboard customers within a 30-day window
• Collaborate internally with the other implementation coordinators to develop implementation best practices through routine communication, process documentation, and knowledge sharing
• Routinely establish appropriate expectations with customers while becoming their internal champion and advocate, ensuring their issues are escalated and resolved in a timely manner
• Manage provisioning processes for new customers including, but not limited to, procuring VoiP licensure, ordering new equipment, porting existing and ordering new phone numbers 
• Facilitate order fulfillment from A-Z for integration of new customers from their existing legacy carriers to our platforms
• Influence the way we support our users and improve it to make sure our onboarded users’ experience is the best possible
• Gather full deployment notes for each onboard to help future implementations go smoother
• Contribute to the evolution of our service delivery team by continuing to refine our implementation SOPs
• Serve as FluentStream system expert capable of troubleshooting and resolving customer issues, identifying product gaps, or determining technical hurdles preventing seamless product adoption
• Manage higher-level technical troubleshooting issues while maintaining customer trust and rapport

QUALIFICATIONS:

• 2-3 years in customer-facing roles, including Sales, Service Delivery, Customer Success or Customer Support
• Experience in configuring and supporting VoIP systems a plus
• Working knowledge of telephony and UCaaS
• 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 customer issues or concerns into actionable insights and deliverables 
• Clear and consistent communicator who follows up and follows through
• Operationally-minded coordinator who can action and game plan for multiple projects at once
• Team player who will collaborate across the organization to ensure customer 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
• Experience in configuring routers, troubleshooting LANs and VoIP systems a plus
• Previous telecom or SaaS 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

$42 – 45K + Performance Bonus

FluentStream is a unified communications as-a-service (UCaaS) company that simplifies and automates how businesses communicate with customers. Thousands of businesses across the country have replaced their legacy phone system with FluentStream’s modern, cloud-based communications platform. Our apps enable support, sales and other professionals to deliver an exceptional customer experience from any device or location. Our 80+ remote employees share a passion for teamwork, fast-paced challenges, flexibility and inclusion. We are proud to be consecutively recognized by Inc. 5000 as one of the fastest-growing private companies, and by BuiltIn as one of best companies to work for in the U.S.