Customer Account Manager

Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all. 

About the Role: 

As an Ooma Customer Account Manager, 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.
• 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

What We Offer: 

Working at Ooma means being a team player, while allowing your individual voice to come through. And, you'll receive competitive compensation, benefits and generous company perks. 

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

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.

We may utilize AI-enabled tools during the hiring process, including for resume review, scheduling, and interview note-taking or transcription. These tools are used solely to support our hiring team; all employment decisions are made by human reviewers.  

Where interviews are recorded or transcribed, candidates will be notified in advance and their consent will be obtained. 

The base salary range for candidates in located Canada is listed below. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).

Canada Pay Range$75,000—$90,000 CAD