[Hiring] Customer Account Manager @Ooma

Role Description

As an Ooma Customer Account Manager, you will be responsible for the life cycle of our customers from post-implementation through contract renewal. You will provide ongoing proactive account relationship management and address the growing needs of our existing customers.

• Be the customer-facing voice for Ooma Enterprise, providing consistent, prompt, and high-quality customer service.
• Proactive relationship building with our TOP 50 customer base.
• Work with enterprise clients on billing analysis and auditing.
• Manage ongoing contract renewals opportunities.
• Increase overall account retention and reduce churn by focusing on customers’ needs.
• Guide existing customers to confidently use Ooma Enterprise products.
• Handle escalated customer service concerns via our Freshdesk ticketing system.
• Assist customers with review and correction of billing issues and assist collections for delinquent accounts.
• Find innovative ways to utilize AI in day-to-day work.
• Liaise with internal teams (Implementation, Support, Sales, Engineering, etc.) to ensure timely completion of customer projects and leverage opportunities for new products/services.

Qualifications

• Minimum of 2-5 years of SaaS account management, implementation, or technical customer success experience, or equivalent industry experience.
• Proven success in growing existing accounts and relationships.
• Fluent in French or Québecois.
• Knowledge of accounting and billing fundamentals.
• Experience with Hosted Telephony (VOIP/SIP).
• Confidence working with clients at multiple levels within an organization.
• Experience gathering data from multiple sources and creating customer-facing PowerPoints and Excels.
• Demonstrated success in Project and Client Life-cycle Management is an asset.
• Strong aptitude for technology and a desire to learn new software.
• Goal-oriented self-starter who can work independently and in a team environment.
• Strong verbal and written communication skills.
• Ability to translate difficult technical terms into relatable language.
• Excellent time management, organizational, problem-solving, and analytical skills.
• Post-Secondary education preferred.
• Driven and eager to learn, adapt, and perfect work.

Benefits

• Competitive compensation and benefits.
• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents.
• GRSP including employer match.
• Employee Stock Purchase Plan.
• Unlimited paid time off and corporate holidays observed.