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Customer Account Manager
Location
United States
Posted
15 hours ago
Salary
$50K - $60K / year
Seniority
Junior
Job Description
Customer Account Manager
Ooma, Inc.
• 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.
Job 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
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