Customer Account Manager, Growth (French Speaking)

1 month ago
Full-time
Mid 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

  • Serve as the customer-facing representative for Ooma Enterprise and provide prompt, consistent, high-quality service.
  • Build proactive relationships with the top 50 customer accounts.
  • Manage customer needs throughout the post-implementation-to-renewal lifecycle.
  • Analyze and audit enterprise billing, correct billing issues, and support collections for delinquent accounts.
  • Manage contract renewal opportunities and improve account retention while reducing churn.
  • Guide customers in effectively using Ooma Enterprise products.
  • Handle escalated service concerns through Freshdesk.
  • Coordinate with Implementation, Support, Sales, Engineering, and other internal teams to deliver projects on time and identify opportunities for additional products or services.
  • Use AI and other innovative approaches to improve day-to-day work.

Requirements

  • 2–5 years of SaaS account management, implementation, technical customer success, or equivalent industry experience.
  • Proven success growing existing accounts and customer relationships.
  • Fluency in French or Québécois.
  • Knowledge of accounting and billing fundamentals.
  • Experience with hosted telephony, including VoIP/SIP.
  • Confidence working with clients at multiple organizational levels.
  • Experience gathering data from multiple sources and creating customer-facing PowerPoint presentations and Excel documents.
  • Strong verbal and written communication skills, including the ability to explain technical issues clearly.
  • Strong technology aptitude, organization, time management, analytical, and problem-solving skills; experience with project and client lifecycle management is an asset.
  • Ability to work independently and collaboratively in a fast-paced environment; post-secondary education is preferred.

Benefits

  • $75,000–$90,000 CAD base salary range, with potential eligibility for bonuses, sales incentives, and RSUs.
  • Comprehensive medical, dental, and vision insurance for employees and eligible dependents.
  • GRSP with employer match.
  • Employee Stock Purchase Plan.
  • Unlimited paid time off and company holidays.

Interested in this position?

Apply directly on the company website

Apply Now

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