Customer Account Manager

Summary

Join Ooma's Account Management Team as an Account Specialist, responsible for managing the customer lifecycle from post-implementation to contract renewal. You will build relationships with top customers, analyze billing, manage renewals, and increase account retention. This role requires proactive account management, addressing customer issues, and collaborating with internal teams. You will be the customer-facing voice for Ooma Enterprise, providing high-quality service and guiding customers on product usage. The ideal candidate possesses 2-5 years of SaaS account management experience, knowledge of accounting and billing, and experience with Hosted Telephony (VoIP/SIP). Ooma offers competitive compensation, benefits, and perks.

Requirements

• 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
• 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
• Have excellent time management, organizational, problem solving, and analytical skills
• Your verbal and written communication skills are one of your strongest attributes
• Be able to translate difficult technical terms and problems into relatable language for a wide range of people
• Stay cool as a cucumber in a fast-paced ambiguous environment

Responsibilities

• Provide on-going proactive account relationship management and address the growing needs of our existing customers
• Address issues ranging from account/billing inquiries to dealing with escalations regarding complex technical account setups
• Engage with both external and internal stakeholders representing business and technical aspects
• Be the customer-facing voice for Ooma Enterprise, responsible for providing a consistent, prompt, and high-quality level of customer service to our customers
• Proactively build relationships 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

Preferred Qualifications

• Post-Secondary education preferred
• 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
• 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

Benefits

• Competitive compensation, benefits and generous company perks
• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents HMO's, a PPO, or HDHP ( including HSA , which Ooma helps fund)
• Income Protection Benefits (Basic Life and AD&D , Short- and Long-term disability)
• Commuter benefits
• 401k & employer match
• Employee Stock Purchase Plan ( ESPP)
• Paid time off, sick days, as well as corporate holidays observed
• Employee Assistance Program
• Life Balance benefits with Travel assistance services and Identity theft and will preparation services
• Bonuses
• Sales incentives
• Stock in the form of Restricted Stock Units (RSUs)