Customer Account Manager at Ooma

About the Role:

As an Ooma Customer Account Manager, working in our Account Management Team, 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. 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 renewal 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.
• Find newer and innovative ways to utilize AI in your day-to-day work.
• 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.
• Fluent in French or Québecois.
• 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.