Job Post

Partner Support Manager

Fuze
2 Copley Place, Floor 7
Boston, MA 02116

Fuze is a global cloud communications and collaboration platform connecting the digital workforce. Through one simple, secure platform with a best-in-class user experience, enterprise technology leaders can transform communications, reduce complexity, and empower people to seamlessly collaborate on any device, whenever and wherever they want.

Are you a natural-born leader with a passion for innovative technology? Interested in a career where youll make a difference in the way various organizations communicate? The Fuze Support Team is rapidly evolving and adapting to take on new customers and support an industry-leading Unified Communications as a Service (UCaaS) product suite. Our Support Managers enable their teams to exceed customers expectations.

The new Partner Support Program at Fuze is designed to work with our Channel Partners who are supporting their customers whom they actively resell Fuze products to. The mission of this role represents a unique opportunity to contribute to the growth of our Partner Community and drive customer satisfaction through enablement. As the Manager of this new team, you will help build the roles and responsibilities of this team within the framework of Fuzes Channel Partner Program. You will work closely with your peers across Fuze to ensure high customer satisfaction and success of our channel partners.

Responsibilities:

  • Implement process and program improvements:
    • Work to implement efficiencies with how Fuze is delivering Partner Support
    • Own the processes you put in place and take initiative in helping develop company communication surrounding the improvements
  • Onboard and expand a growing team:
    • Identify top talent through recruitment while understanding current and future needs
    • Foster collaboration and a cross-functional environment
    • Coach and develop team members for optimal professional performance and personal growth
    • Communicate development feedback in an effective and timely manner
  • Build key relationships:
    • Establish rapport with and be a strong advocate for our reseller partners
    • Collaborate closely with our Channel and Product teams to ensure our partners needs are fully met
  • Strive for customer satisfaction:
    • Demonstrate passion for partner success and ignite that passion in others
    • Constantly assess and align resources to the needs of the business and partners
    • Proactively communicate with partners

Qualifications - Required:

  • At least 5 years of customer service/support related experience including:
    • At least 2 years experience in a Partner Support or Account Management role
  • Demonstrated success in identifying, developing, and implementing operational improvements, resulting in measurable customer satisfaction improvements
  • Ability to distinguish between the urgent and the critical
  • Experience calmly handling complex technical environments and customers with high expectations
  • Ability to logically break down and prioritize complex (often technical) problems to enable resolution in an objective manner
  • Bachelors degree or relevant work experience

Qualifications - Preferred:

  • Direct people management experience
  • Record of being a builder and driving projects to improve the customer experience
  • Ability to manage a geographically diverse team
  • Previous experience in an enterprise support environment
  • Previous experience in telecom a strong plus

#LI-EH1

Category: Customer Success
Full-time

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Fuze is a global, cloud-based  platform allowing the modern, mobile workforce to communicate anytime, anywhere. Voice, video, messaging, and collaboration.

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