Senior Manager, Customer Success at FluentStream

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FluentStream is a Unified Communications as-a-Service (UCaaS) company that simplifies and automates how businesses communicate with customers . Thousands of businesses have replaced their traditional office phone system with FluentStream's modern, cloud-based communications platform. Our apps enable an exceptional customer experience from any device or location.
As Senior Manager of Customer Success, you'll be responsible for revenue growth and customer retention for the company's largest customers. You will manage a team of skilled and motivated Customer Success professionals who develop, foster and manage strong relationships with FluentStream's largest customers. You will prioritize your time to focus your efforts based on business objectives and constraints, including future account growth, perceived risk, strategic value and renewal time frame. The person that will fill this role is a seasoned expert in Success Management and PBX/VOIP/Telecommunications. This person will easily and swiftly build positive rapport with internal and external stakeholders to drive adoption and optimization of the FluentStream platform.
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.
What we are looking for - Essential Skills
  • Deep understanding and knowledge of business telecommunications and related products, including cloud-hosted PBX and VOIP.
  • Hands-on technical experience delivering cloud-hosted PBX or VOIP solutions.
  • 8+ years experience in customer-facing roles with a stellar track record, ranging from technology, pre-sales, consulting, product or technical account management.
  • 5+ years Customer Success experience working in a high touch engagement model, managing through key customer lifecycle milestones.
  • 3+ years experience managing and developing a customer-facing team.
  • Demonstrated ability to thrive in a fast-paced, high-growth environment and navigate through ambiguity, uncertainty and/or unexpected obstacles.
  • Professional and polished communications skills that help build confidence and trust with customers, partners and other stakeholders.
  • Experience working with data, analytics tools or use cases.
  • Be able to travel to meet with customers, pandemic travel policy permitting.

About you:
  • Friends, family, and co-workers often come to you for advice.
  • Your ability to stay calm under pressure has always allowed you to navigate your way out of many a maze.
  • You can guess the end of every mystery movie you've ever seen because you are an active, curious listener.
  • You consider problem-solving, project management, and convincing people to help you get things done to be core strengths.

What you will be doing:
  • Drive adoption, retention and expansion
  • Manage, coach, and develop a high-performing team of Customer Success professionals.
  • Manage a book of customers, driving account health, consumption and revenue growth.
  • Guide customers proactively along their journey using FluentStream products.
  • Drive plans, strategies, positive outcomes with Customer Success tools including success plans, customer journeys, playbooks, etc.
  • Use your strong Executive presence to build relationships with Customers' C-suite and hold highly impactful QBRs.
  • Create, own and follow through success plans that drive strategic results.
  • Persuade customer participation in case studies and testimonials.
  • Identify and own resolution of internal and external challenges, opportunities as they arise.
  • Use your creative mindset to find new ways to improve customers' use, satisfaction, and consumption of FluentStream's products.

Cross functional collaboration:
  • Work as a team with Sales, Customer Support, Service Delivery, Marketing and Product on shared account management activities.
  • Responsible for drawing upon the skills and resources across the organization to continually provide value that supports our biggest customers' adoption and growth.
  • Collaborate closely with Support, Service Delivery, Marketing and Engineering to continuously improve our tools, processes and capabilities.
  • Contribute to the knowledge base with articles, internal and customer-facing artifacts.
  • Evangelize new product features & provide customer feedback to Engineering and Marketing.

Compensation:
$100,000 to $130,000 total cash compensation per year plus equity
Benefits:
  • Company equity program
  • Monthly stipend to facilitate a comfortable remote work environment
  • Medical, dental, life and vision insurance
  • Unlimited paid time off
  • Paid family leave
  • Paid short term disability insurance
  • 401k plan
  • Reimbursement for education and professional development
  • Employee assistance program
  • Pet insurance
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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • typescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • CouchDatabases
    • SalesforceCRM

Location

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

An Insider's view of FluentStream

What’s the vibe like in the office?

At FluentStream, we have a unique culture that is unrivaled. Doughnut Fridays, bagel Mondays, and catered lunches are just the start of the coolness. Happy hours bi-weekly offer a chance to hang out outside of the office. In addition to company outings, there is always a collection of cute dogs that spread joy around the office.

Julian

Client Support Manager

How do you collaborate with other teams in the company?

We work closely with our product development team to address customer's issues they call us about and make the product work even better for them. We partner with our Voice Engineering team to brainstorm and problem solve when technical issues come up. Both teams are always willing to hear our ideas and suggestions!

Marcus

Client Support Rep

How does your team reward individual success?

Here, the people come first! We constantly recognize those who go above and beyond in their day-to-day duties. We take time to recognize our peers with employee generated shutouts where recipients can receive perks like Amazon gift cards, six packs of beer, a test drive in our CTO's Tesla and more! We also take pride in our great collaborations!

Brady

Marketing Manager

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
Friends outside of work
Eat lunch together
Intracompany committees
Fun committee to plan outside events
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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