Customer Account Manager

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Ooma, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2004

📡 Telecommunications

🏢 Enterprise

💰 $5.1M Venture Round on 2015-05

Telecommunications • Internet Services • Enterprise

Ooma, Inc. is a company that provides advanced communications and collaboration solutions, with a focus on delivering business phone systems, enterprise communications, and internet service solutions. Ooma offers affordable pricing plans for both small businesses and residential customers, including home phone and security systems. The company provides customizable business phone, video, and messaging solutions, as well as POTS line replacement options. Ooma serves various industries like hospitality, dental, and real estate and offers free equipment with certain service packages.

📋 Description

• Own a high-volume portfolio of smaller business accounts, serving as the primary point of contact for day-to-day account needs and inquiries. • Prepare and present renewal quotes, respond to customer questions, and route agreements through DocuSign and the appropriate approval workflows. • Identify, document, and escalate at-risk accounts in Salesforce, coordinating with internal teams to execute save motions and address churn risks promptly. • Respond to inbound customer concerns, account changes, and service-related issues in a timely manner, partnering with Support to drive resolution. • Maintain regular, consistent contact with customers—reinforcing the value of their FluentStream services, addressing concerns, and keeping them informed and confident. • Guide customers on product best practices and feature adoption, helping them use their solutions more effectively and reduce reliance on reactive support. • Maintain accurate, up-to-date records of customer interactions, account health, renewal activity, and pipeline data—ensuring information is current and accessible to the broader team. • Partner with Support, Sales, and Growth teams to ensure customers receive timely assistance and a seamless experience. • Flag potential upsell or expansion opportunities and coordinate with the appropriate internal team to support customer growth. • Utilizing AI tools to find opportunities for process improvements and automation.

🎯 Requirements

• 0–2 years of experience in customer success, account management, or a customer-facing support or coordination role. • Strong organizational skills with the ability to manage a high volume of accounts with growing independence. • Clear and professional written and verbal communication skills. • Ability to identify and address common challenges using analytical thinking and established processes. • Familiarity with CRM platforms (Salesforce preferred) and standard business communication tools. • Genuine curiosity, openness to feedback, and a drive to grow professionally. • Experience in telecommunications or UCaaS is a plus, but not required.

🏖️ Benefits

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents • Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability) • FSA Healthcare & Dependent Care • Commuter Benefits • Voluntary Accident, Critical Illness, Hospital Indemnity and Legal • 401(k), including employer match, and Roth • Employee Stock Purchase Plan (ESPP) • Paid Time off, Sick Time, as well as corporate holidays observed • Employee Assistance Program • Life Balance benefits with Travel Assistance Services and Identity Theft • Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc