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 you’ll make a difference in the way various organizations communicate? The Fuze Customer 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 Customer Support Managers enable their teams to exceed customer’s expectations.

The Premium Support Program at Fuze is built to support customers who are looking for higher-touch services and a closer working relationship with Fuze. As a Manager in this team, you will assume a combination of responsibilities focused on delivering services to our Premium Accounts and collaborating with the larger Support organization to ensure high customer satisfaction and success.

Responsibilities:

• Support 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
• Establish goals and motivate to exceed those goals
• Manage a team of 8-12 Service Delivery Managers who are each responsible for up to four customer accounts
• Implement process and program improvements:
• Work with Sales, Product Marketing and Support to identify and develop new support offerings
• Introduce new methods to improve the way your team operates
• Work to implement efficiencies with how Fuze is delivering Premium Support
• Own the processes you put in place and take initiative in helping develop company communication surrounding the improvements
• Build key relationships:
• Establish rapport with your team’s customers
• Be a strong advocate for your teams’ customers
• Collaborate closely with our Sales and Product teams to ensure our customers’ needs are fully met
• Strive for customer satisfaction:
• Demonstrate passion for customer satisfaction and ignite that passion in others
• Constantly assess and align resources to the needs of the business and customer
• Proactively communicate with customers
• Review cases to ensure expectations are exceeded

Qualifications - Required:

• At least 5 years of customer service/support related experience including:
• Direct people management experience
• At least 2 years experience in a Premium 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
• Bachelor’s degree or relevant work experience

Qualifications - Preferred:

• Passionate about building and enabling teams to deliver exceptional customer experiences
• Record of being a builder and driving projects to improve the customer experience
• Ability to manage a geographically diverse team
• Previous experience managing in a fast-paced, high-growth company
• Previous experience in an enterprise support environment
• Previous experience in telecom a strong plus

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