Customer Account Manager (FluentStream)

3 weeks, 2 days ago
Full-time
Entry Level
Customer and Technical Support
Ooma, Inc.

Ooma, Inc.

Ooma, Inc. is a telecommunications company based in Palo Alto, California, founded in 2004. It specializes in Voice over Internet Protocol (VoIP) solutions, evolving from residential free-calling devices to comprehensive cloud-based communication services for both homes and businesses. Ooma initially gained attention with its hardware like the Ooma Hub and Scout, which allowed for free calling through innovative peer-to-peer technology. The company has transitioned to a subscription model, offering services such as Ooma Premier for residential users and Ooma Office, a cloud-based VoIP system designed for businesses. Ooma has expanded its offerings through strategic acquisitions, including Voxter, Broadsmart, and OnSIP, enhancing its cloud communications capabilities. With a focus on recurring revenue, Ooma targets both individual consumers and small to medium-sized businesses, providing affordable and efficient telephony solutions.

telecommunications
1001-5000
Founded 2003

Description

  • Own a high-volume portfolio of smaller business accounts 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 approval workflows.
  • Identify, document, and escalate at-risk accounts in Salesforce and coordinate save motions to reduce churn risk.
  • Respond to inbound customer concerns, account changes, and service-related issues, partnering with Support to resolve them.
  • Maintain regular customer communication to reinforce value, address concerns, and keep customers informed.
  • Educate customers on product best practices and feature adoption to improve usage and reduce reactive support needs.
  • Maintain accurate Salesforce records for customer interactions, account health, renewal activity, and pipeline data.
  • Partner with Support, Sales, and Growth teams to ensure timely assistance and a seamless customer experience.
  • Flag potential upsell or expansion opportunities and coordinate with internal teams to support customer growth.
  • Use AI tools to identify opportunities for process improvement 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, with Salesforce preferred.
  • Experience with standard business communication tools.
  • Curiosity, openness to feedback, and a drive to grow professionally.
  • Experience in telecommunications or UCaaS is a plus, but not required.

Benefits

  • Competitive compensation with a base salary range of $50,000–$60,000 USD.
  • Potential eligibility for bonuses, sales incentives, and/or RSUs.
  • Comprehensive medical, dental, and vision insurance for employees and eligible dependents.
  • Employer-paid income protection benefits, including basic life, AD&D, short-term disability, and long-term disability.
  • 401(k) with employer match plus Roth option.
  • Employee Stock Purchase Plan (ESPP).
  • Paid time off, sick time, and corporate holidays.
  • Employee Assistance Program and additional life balance benefits, including travel assistance and identity theft support.

Interested in this position?

Apply directly on the company website

Apply Now

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