✨ AI Insights & Summary
Ooma is seeking a motivated Customer Account Manager to join their FluentStream team, offering an excellent entry-level opportunity to build a career in account management within the telecom industry. This role focuses on managing a high-volume portfolio of small-to-mid-sized business clients, emphasizing renewal execution, proactive customer support, and ensuring customers derive consistent value from their solutions. It's an ideal position for individuals with strong organizational skills and a passion for customer success, looking to grow professionally in a supportive, dynamic environment with comprehensive benefits.
About the Role
The Customer Account Manager is an entry-to-associate-level position responsible for managing a high-volume portfolio of small-to-mid-sized business customers. You will operate with growing independence to execute renewals, support at-risk customer retention efforts, and address customer needs, ensuring they receive reliable value from their FluentStream solutions. This role is designed for individuals looking to build foundational skills in account management and customer success within the telecommunications industry.
What You'll Do
- Portfolio Management: Own a high-volume portfolio of smaller business accounts, acting as the primary contact for daily needs and inquiries.
- Renewal Execution: Prepare and present renewal quotes, answer customer questions, and manage agreement routing through DocuSign and approval workflows.
- At-Risk Management: Identify, document, and escalate at-risk accounts in Salesforce, collaborating with internal teams to implement save strategies and mitigate churn.
- Reactive Support: Promptly address inbound customer concerns, account changes, and service issues, partnering with the Support team for resolution.
- Customer Communication: Maintain regular contact with customers to reinforce service value, address concerns, and ensure they feel informed and confident.
- Customer Education: Guide customers on product best practices and feature adoption to enhance solution utilization and reduce reliance on reactive support.
- Salesforce Hygiene: Ensure accurate and up-to-date records of customer interactions, account health, renewal activity, and pipeline data.
- Internal Coordination: Collaborate with Support, Sales, and Growth teams to provide seamless customer experiences.
- Upsell Identification: Flag potential upsell or expansion opportunities for coordination with the relevant internal team.
- Process Improvement: Utilize AI tools to identify opportunities for process enhancements and automation.
Experience We're Looking For
- 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 independently.
- 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 for professional growth.
- Experience in telecommunications or UCaaS is a plus, but not required.
Success in This Role Looks Like
- Reliability: Consistently follow through on commitments, ensuring timely renewals, accurate Salesforce records, and fulfilled promises.
- Consistent Retention: Achieve strong renewal rates across the portfolio and proactively identify and document at-risk accounts.
- Customer Confidence: Foster positive customer experiences where clients feel supported, informed, and confident in their FluentStream services.
- Team Contribution: Actively participate in team discussions, seek feedback, and contribute to shared goals and continuous improvement.
What We Offer
Working at Ooma means being a team player, while allowing your individual voice to come through. You’ll receive competitive compensation, benefits, and generous company perks, including:
- 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.
Equal Opportunity Employer & AI Usage
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 for resume review, scheduling, and interview note-taking or transcription. These tools support our hiring team, and all employment decisions are made by human reviewers. Candidates will be notified in advance and their consent obtained if interviews are recorded or transcribed.
Salary Range
United States Pay Range: $50,000—$60,000 USD