Fuze is making it easy for businesses to embrace the modern, mobile workforce. We offer a single cloud-based platform that includes these technologies and more for simple, smart communication that works. Headquartered in Boston, MA with offices and customers worldwide, we're growing at a lightning-fast speed to meet the demands of the evolving unified communications as a service (UCaaS) market.

A successful individual will work closely with the channel leadership along with sales leadership and with other functional groups such as legal, finance, logistics, operations, support, product and marketing to ensure all stakeholders are aligned to the plans that have been set out for the program to be successful.

This function is responsible for assisting in the design, implementation and management of all channel operation programs. This includes but is not limited to Channel Operations, Reseller technical sales support, Pro-Services, Support, Enablement, Finance and Marketing.

Key responsibilities will include assisting the following areas:

• Channel Operations
• Assist with a reporting cadence with the channel to discover new reporting and processes to assist with the Sale of Fuze
• Assist with the establishment of the overall pricing for Fuze with Resellers
• Assist with the establishment of a deal review process for Reseller sold deals (as a part of Deal Desk, reporting to Sam?)
• Monitor the process for on-boarding a Reseller into Fuze
• Assist with the establishment of success metrics for Resellers & Referral agents
• Monitor the Partner Continuing Education program for all Partner levels and solicit feedback on the enablement from Partners
• Assist with the creation/maintenance of a Partner Advisory Council
• Monitor the Partner Product Updates
• Maintain the process for enabling & cataloging Partner systems for integration into the process (Seismic, D2L, SFDC)
• As necessary, assist with coaching, development and leadership of the team
• Pro-Services & Reseller PS enablement
• Ensure proper product knowledge is delivered to all necessary partners by working with PS and Support to ensure up to date material is available
• Assist with activities involved in enabling Resellers to provide the necessary PS Support to customers
• Monitor the QA process that has been implemented for Resellers
• Reseller technical sales support
• Monitor the continuing educational process for exchanging technical knowledge between Fuze and Resellers
• Assist with the creation and monitoring of the POC environment created for Resellers
• Enablement
• Monitor metrics & QA around the success of the program for enablement
• Monitor the Reseller SLA process and work with CSDs to ensure compliance
• Review training and delivery methods each H for success
• Tier 1 & 2 support
• Monitor the Reseller and Partner tool kit for internal Support teams
• Establish a regular cadence for communication with internal Support teams to ensure proper enablement

Requirements

• BA or BS
• 2-5+ years working within Channel Operations functions
• Experience building out a program from scratch
• PSTN knowledge is a plus
• Ability to travel at least 30%+ of work month
• Ability to support customers outside of NA operating hours