Program Coordinator (Internal Candidates Only)

About the Role: As a Program Coordinator in our Client Experience department, you will support ongoing project implementation, collaborating with internal and external stakeholders to ensure the accurate and timely project and solution delivery. 

In this dynamic role you will support the greater mission of providing high level Partner and Client Support through our Strategic Programs initiative. You will be there to assist in building accounts, troubleshooting, training, client outreach, and completion of long term projects for the Strategic Programs department. 

Our fast-moving culture demands that you not only identify what needs to be done but drive it to completion. We enable smart, critical thinkers to make decisions and move quickly while encouraging them to utilize the resources around them by always fostering a collaborative, team-oriented approach. 

About you:

  • You are detail-oriented and organized, ready for whatever comes your way
  • You see opportunity 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 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

Responsibilities:

  • Maintain a positive, empathetic and professional attitude towards clients, strategic partners and other members of the team
  • Maintain deep knowledge of the software and technology
  • Acknowledge and resolve client or partner questions through various channels of communication
  • Translate account setups from Strategic Partner legacy platforms to FluentStream to expedite migration efforts
  • Support in all facets of account migration, including, but not limited to their technical setup in FluentStream, commercial setup in Salesforce, their number porting
  • Perform routine account maintenance and audits across various platforms to ensure consistency and ongoing accuracy
  • Conduct quality control assessments on existing and new accounts in support of greater migration effort
  • Troubleshoot and support all migration efforts ranging from configuration issues to systematic bugs or feature requests
  • Train clients and partners on best practices in using the FluentStream platform
  • Assist with ad hoc projects within Strategic Programs and greater Client Experience department as they present themselves

Qualifications:

  • 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 client issues or concerns into actionable insights and deliverables 
  • Clear and consistent communicator who follows up and follows through
  • Flexible while working in a fast-paced environment
  • Ability to keep calm under pressure
  • Fluent in VoIP tech
  • Comfortable with discussing basic networking terms and recommended settings
  • Passed the Tier 1 FluentStream Client Support exam
  • Met or exceeded the Support department goals for SLA

Preferred Qualifications:

  • Bachelor’s degree 
  • Experience working with helpdesk systems, ticketing boards and other SaaS tools essential to the business
  • Previous telecom or SaaS experience

What We Offer

We have a kegerator of course, a fancy espresso machine, dog friendly, and a work hard/play hard mentality.

  • Health Insurance, Dental Insurance, Vision
  • 401k Plan
  • Unlimited PTO policy
  • Paid family leave
  • Company equity program
  • Professional Development/Tuition Reimbursement

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