Ooma
Customer Account Manager (FluentStream)
Remote, US
Sponsorship not specified$50k-$60kDetected 16 days ago
SalesforceCRMAccount ManagementProcess ImprovementCustomer SuccessVoIPCommunicationProblem SolvingOrganizational Skills
About the role
- The Customer Account Manager is an entry-to-associate-level role responsible for managing a high-volume portfolio of small-to-mid-sized business customers.
- Renewal Execution - Prepare and present renewal quotes, respond to customer questions, and route agreements through DocuSign and the appropriate approval workflows.
Responsibilities
- Portfolio Management - Own a high-volume portfolio of smaller business accounts, serving as the primary point of contact for day-to-day account needs and inquiries.
- At-Risk Management - Identify, document, and escalate at-risk accounts in Salesforce, coordinating with internal teams to execute save motions and address churn risks promptly.
- Reactive Support - Respond to inbound customer concerns, account changes, and service-related issues in a timely manner, partnering with Support to drive resolution.
- Upsell Identification - Flag potential upsell or expansion opportunities and coordinate with the appropriate internal team to support customer growth.
- Strong organizational skills with the ability to manage a high volume of accounts with growing independence.
Nice to have
- 0-2 years of experience in customer success, account management, or a customer-facing support or coordination role.
- Ability to identify and address common challenges using analytical thinking and established processes.
- Familiarity with CRM platforms (Salesforce preferred) and standard business communication tools.
- Experience in telecommunications or UCaaS is a plus, but not required.
Skills
- Process Improvement - Utilizing AI tools to find opportunities for process improvements and automation.
- Clear and professional written and verbal communication skills.
Compensation
- And, you'll receive competitive compensation, benefits and generous company perks.
Benefits
- And, you'll receive competitive compensation, benefits and generous company perks.
- Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
- HMO, PPO's or a PPO with a HDHP (including HSA, which Ooma helps fund)
- Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability)
- FSA Healthcare & Dependent Care
- Commuter Benefits
- Employee Stock Purchase Plan (ESPP)
- Paid Time off, Sick Time, as well as corporate holidays observed
- Life Balance benefits with Travel Assistance Services and Identity Theft
- Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc
- Customer Education - Guide customers on product best practices and feature adoption, helping them use their solutions more effectively and reduce reliance on reactive support.
- Salesforce Hygiene - 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.
Company info
- Reliability - Customers and teammates can count on you to follow through-renewals are executed on time, Salesforce records are accurate, and commitments are kept.
- Customer Communication - Maintain regular, consistent contact with customers-reinforcing the value of their FluentStream services, addressing concerns, and keeping them informed and confident.
- Internal Coordination - Partner with Support, Sales, and Growth teams to ensure customers receive timely assistance and a seamless experience.
- Experience We're Looking For:
Equal opportunity
- equal opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence.
This listing is sourced directly from Ooma's careers page and normalized into a canonical job model.