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

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

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.