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 Implementation Coordinator dedicated to onboarding our micro and small customers at scale which come to us through our sales and acquisition channels. 

About you:

• You are detail-oriented, operationally-minded and organized
• You can handle multiple orders simultaneously and see each through to completion
• You see opportunity, not defeat, in obstacles
• 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 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

Key Responsibilities:

• Coordinate a rapid onboarding process ensuring setup, provisioning, testing, documentation, training, and billing setup to optimize system configuration.
• Gather and translate functional requirements into FluentStream applications.
• Act as the primary integration point between customers and service delivery, designing PBX, users, and call flow with speed and efficiency.
• Manage customer expectations and serve as their internal champion for expedited issue escalation and resolution.
• Provision new customers, including VoiP licensure procurement, equipment ordering, and number porting.
• Efficiently deliver multiple customer onboarding projects concurrently, completing them within a 30-day window or less.
• Maintain transparent communication with stakeholders, adhering to high-velocity project timelines.
• Collaborate with implementation project managers to develop and document streamlined best practices, promoting knowledge sharing.
• Contribute to refining implementation workflows to enhance service delivery speed.
• Provide rapid technical troubleshooting and triage while upholding customer trust and rapport.

Qualifications:

• 1-2 years of experience in customer-facing roles such as Sales, Service Delivery, Customer Success, or Customer Support
• Proven ability to effectively prioritize multiple tasks with varying levels of importance and urgency
• Detail-oriented with strong planning, problem-solving, and organizational skills
• Empathetic communicator with the ability to translate customer issues into actionable insights and deliverables
• Clear and consistent communicator who diligently follows up through execution
• Skilled in operational coordination, capable of effectively managing multiple projects simultaneously
• Collaborative team player dedicated to ensuring customer satisfaction and retention by working across the organization
• Comfortable with adapting to change and evolution within a growth-phase company

Preferred Qualifications:

• Bachelor’s degree or experience in a related field.
• Experience with helpdesk systems, ticketing boards, and other essential SaaS tools.
• Proficiency in configuring routers and troubleshooting LANs and VoIP systems 
• Previous experience in telecom, UCaas or SaaS industries
• Prior experience in onboarding/provisioning within the UCaaS space
• Familiarity with project management methodologies and tools

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
• Discretionary PTO and Volunteer time off
• Competitive paid parental leave
• Pet Insurance
• Optional team gatherings, celebrations, and plenty of fun virtual events 

Compensation: $47,000 to $53,000 per year plus equity with 10% bonus potentialLocation:  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.