Customer Account Manager

Customer Account Manager 

About the Role: 

As an Ooma Account Specialist you will be working in our Account Management Team and responsible for the life-cycle of our customers from post-implementation through contract renewal. You will provide on-going proactive account relationship management and address the growing needs of our existing customers. You will address issues ranging from account/billing inquiries to dealing with escalations regarding complex technical account setups. You will engage with both external and internal stakeholders representing business and technical aspects.

What You’ll Do: 

• You will be the customer-facing voice for Ooma Enterprise, responsible for providing a consistent, prompt, and high-quality level of customer service to our customers.
• 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 providing a high level of focus and attention to all our customers’ needs.
• Guide existing customers to confidently and effectively 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.
• Liaise with internal teams (Implementation, Support, Sales, Engineering etc.) to ensure customer projects are done on time and any opportunities to introduce new products/services to the client are leveraged.  

Experience We’re Looking For: 

• You have a minimum of 2-5 years of SaaS account management, implementation or technical customer success experience, or equivalent industry experience, and proven success in growing existing accounts and relationships. 
• Knowledge of accounting and billing fundamentals is a requirement
• Knowledge of and experience with Hosted Telephony (VOIP/ SIP) is a must.
• You have confidence working with clients at multiple levels within an organization.
• Experience gathering data from multiple sources and creating customer facing PowerPoints and Excels is a requirement  
• Demonstrated success in Project and Client Life-cycle Management is an asset.
• Strong aptitude for technology and ability/desire to learn new software.
• Goal oriented self-starter who can work independently as well as in a team environment with minimal supervision and has an appetite for continuous learning.
• Your verbal and written communication skills are one of your strongest attributes.
• You can translate difficult technical terms and problems into relatable language for a wide range of people.
• You stay cool as a cucumber in a fast-paced ambiguous environment.
• Excellent time management, organizational, problem solving, and analytical skills.
• Post-Secondary education preferred.
• You’re driven: No one needs to push you to excel; it’s just who you are.
• Eager to learn, adapt and perfect your work; you seek out help when you need it and put it to good use.

What We Offer: 

Ooma is an equal-opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence. We do not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local laws.