Manager, Channel Operations

| Greater Boston Area

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
Read Full Job Description

Location

We're right in the heart of Copley Square with plenty of restaurants & bars in the area. The office is easy to get to with train & bus stops nearby.

An Insider's view of Fuze

What are some social events your company does?

Once a quarter, we host a theme party in our offices to get everyone together. Fuze Cruise, summer camp, Halloween, and a holiday party with a cookie swap to name a few of the recent ones. We also have a softball league during the summer and fall, and have done a few volunteer outings at local charities.

Amanda

Marketing Director

How do you collaborate with other teams in the company?

Fuze understands the importance of hiring the right people, preparing them to succeed and creating a culture of collaboration that mirrors that of the solution we sell.

Becca

Account Executive

How has your career grown since starting at the company?

Working at Fuze since 2014 has been immeasurably rewarding both personally and professionally. I've made lifelong friends, rubbed shoulders with business leaders from coast to coast, and taken my career to a level I didn't think possible.

Josh

Area Director, New England

What unique initiatives do you have that encourage innovation?

We look for people who have high energy and are up for a challenge. We're in the business of transitioning enterprises to the cloud with communication and collaboration software. Our market potential is massive when you think about the millions of knowledge works in global enterprises today.

Colin

CEO

What are Fuze Perks + Benefits

Fuze Benefits Overview

At Fuze, we believe in the power of our employees. Great employees build and support innovative products and make sure our customers are happy with the services we provide. With that, we offer a variety of perks and benefits to ensure our employees feel empowered.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Fuze offers an FSA and HSA to help employees cover out-of-pocket costs with pre-tax contributions.
Disability Insurance
Fuze offers disability insurance for all employees.
Dental Benefits
Fuze offers dental plans for each employee.
Vision Benefits
Fuze offers vision plans for each employee.
Health Insurance Benefits
Fuze offers a variety of health insurance plans for each employee.
Life Insurance
Pet Insurance
Wellness Programs
Fuze offers discounts to select area gyms.
Retirement & Stock Options Benefits
401(K)
Company Equity
Fuze offers stock options through its employee profit sharing program, including vesting over a four-year period.
Performance Bonus
Depending on the role, employees are eligible for a performance bonus.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Fuzers work the hours they need to get their jobs done. This allows them to create flexibility in their schedule when needed.
Remote Work Program
Fuze has an official Work from Anywhere policy, in which employees can work with their managers to develop a personalized work schedule.
Family Medical Leave
Fuze offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Flexible time off is unlimited and available to full-time employees.
Generous PTO
Flexible time off is unlimited and available to full-time employees.
Paid Holidays
Paid Sick Days
Flexible time off is unlimited and available to full-time employees.
Perks & Discounts
Beer on Tap
In addition to beer on tap, we also have cold brew coffee, iced tea, and kombucha.
Casual Dress
Commuter Benefits
Fuze offers a commuter benefit for all employees, which covers parking, MBTA, and bike share memberships.
Company Outings
Fuze has several outings including an annual holiday party, annual summer party, Boston Marathon party, along with other events throughout the year.
Game Room
Our cafe area is equipped with several board and card games, along with two ping pong tables.
Stocked Kitchen
Fuze has a fully stocked kitchen including numerous snacks, hummus, guacamole, yogurts, water, coffee, tea, LaCroix, and soda.
Some Meals Provided
Happy Hours
Every Thursday, we have a happy hour in the office which includes beer and wine.
Parking
Parking fees are typically covered under our commuter benefit policy.
Recreational Clubs
Fuze offers a variety of sports leagues including softball, ping pong, and more.
Fitness Subsidies
Fuze is able to offer fitness discounts to select area gyms.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Fuze will reimburse up to $2,000 per employee.
Diversity Program
Fuze is committed to creating a diverse and inclusive workplace through team-building exercises, the Fuze Women's Network, and more.
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