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Internal Applicants Only – Manager, Migrations

About the Role:  As our Migrations Manager, you will manage and lead a team of employees to ensure that FluentStream continues to provide a remarkable “white-glove” onboarding service to clients we’ve acquired from our Strategic Partners.  You will work closely with our other groups in Client Experience, including Voice Operations, Onboarding and Client Success.  To be successful, you must be a motivated self-starter with a client-centric, solution-oriented approach.

  • Manage, coach, and develop a high-performing team focused on migrating acquired clients to the FluentStream product platform
  • Analyze data, trends and operational migration metrics to help develop strategic plans and establish standard operating procedures
  • Partner on cross-functional initiatives throughout the company
  • Execute key initiatives in CS that affect all departments and scale efforts
  • Provide appropriate technical and soft skill training and mentoring
  • Escalate & route troubleshooting items through support tiers to resolve issues
  • Engage with Support to ensure positive first impressions and ongoing positive client experience
  • Recognize the big picture while navigating our evolving system, helping the team to prioritize tasks and projects
  • Influence the way we support our users and improve it to make sure our migrated users’ experience is the best possible
  • Serve as team-wide FluentStream resource to identify and escalate issues to appropriate personnel or departments within FluentStream
  • Collaborate with partners and FluentStream leadership to coordinate project timelines and deliverables, ensuring on-time and accurate project deliveries
  • Serve as FluentStream system expert capable of troubleshooting and resolving client issues, identifying product gaps, or determining technical hurdles preventing seamless product adoption
  • Successfully manage simultaneous projects at various stages of development, maintaining consistent, open communication with partners and internal stakeholders
  • Identify recurring client issues to improve system adoption, reduce friction and increase process efficacy
  • Build trust and communicate effectively with owners, executives, office managers and power users alike to instill confidence in FluentStream’s team and our technology

What you’ll need to have: 

  • Experience in customer support management for a technology company
  • 3+ years experience managing and developing a team within Client Experience
  • 5+ years in telecom, or related industry strongly preferred
  • SaaS company experience strongly preferred
  • Experience with VOIP, PBX or related telecommunications services
  • Knowledge of Networking
  • Ability to read SIP Ladders a plus
  • Ability to recommend network configurations to clients
  • Able to handle tough technical escalations
  • Outstanding people skills
  • Experience with coaching and personal development
  • Strong organizational and project management skills
  • A passion for customers and a strong interest and desire to handle a variety of customer issues from the very basic through the ambiguous to highly complex
  • Grace under fire, comfortable with ambiguity
  • Excellent communication skills 

Salary range for this position is $70,000 – $85,000 depending on experience.

Benefits:

  • Health, Dental, Life and Vision Insurance
  • 401k plan
  • Participate in ownership of the company
  • Tuition Reimbursement
  • Unlimited PTO
  • Paid family leave
  • Pet Insurance
  • Monthly remote work Stipend
Open Roles: Client Experience
Role Type: Full Time
Role Location: Remote

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