Associate Implementation Coordinator (Internal Candidates Only) at FluentStream

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FluentStream is a software-as-a-service (SaaS) 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.
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

Key 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

  • 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

Benefits :
  • Health, Dental, and Vision Insurance
  • 401k plan
  • Remote work anywhere in the U.S.
  • Mac computers + work from home stipend to set up your home office
  • Participate in ownership of the company
  • Tuition Reimbursement Program
  • Unlimited PTO and Volunteer time off
  • Competitive paid parental leave
  • Pet Insurance
  • Optional team gatherings, celebrations, and plenty of fun virtual events

Compensation: $45,000 to $48,000 p er year plus equity
Location: This is a remote position and can be located anywhere in the United States. You must be eligible to work in the United States.
At FluentStream, we are committed to building an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity, inclusion, equity, and belonging enables us to move forward with our mission. We are dedicated to adding new perspectives to the team and encourage anyone to apply if your experience is close to what we are looking for.
Vaccine Mandate:
Employees working in this position will be required to be fully vaccinated against the COVID-19 virus, unless they qualify for a medical or religious exemption. Applicants will be required to show proof of vaccination status upon receipt of a conditional offer of employment. Please note the Company provides reasonable accommodations in accordance with applicable state, federal and local laws.
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Candidate Location Eligibility:
Colorado, CO

Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • iOS/SwiftLanguages
    • AndroidLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • AWS (Amazon Web Services)Frameworks
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • CouchDatabases
    • SalesforceCRM

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.


Technical Recruiter

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!


Client Support Rep

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!


Senior Manager, Financial Planning and Analysis

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!


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.

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
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
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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