CUSTOMER ACCOUNT MANAGER, GROWTH (FRENCH SPEAKING)

<div class="content-intro"><p>Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all. </p></div><p><strong><span data-contrast="none">About the Role:</span></strong><span data-ccp-props="{"201341983":0,"335551550":1,"335551620":1,"335559739":160,"335559740":259}"> </span></p> <p><span class="TextRun SCXW39427303 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW39427303 BCX0">As an Ooma Customer Account </span><span class="NormalTextRun SCXW39427303 BCX0">Manager,</span> <span class="NormalTextRun SCXW39427303 BCX0">working in our Account Management Team and</span></span> <span class="TextRun SCXW39427303 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW39427303 BCX0">responsible for the </span><span class="NormalTextRun SCXW39427303 BCX0">life cycle</span><span class="NormalTextRun SCXW39427303 BCX0"> of our customers from post-implementation through contract</span></span> <span class="TextRun SCXW39427303 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW39427303 BCX0">renewal. You will provide on-going proactive account relationship management and address</span></span> <span class="TextRun SCXW39427303 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW39427303 BCX0">the growing needs of our existing customers. You will address issues ranging from</span></span> <span class="TextRun SCXW39427303 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW39427303 BCX0">account/billing inquiries to dealing with escalations </span><span class="NormalTextRun SCXW39427303 BCX0">regarding</span><span class="NormalTextRun SCXW39427303 BCX0"> complex technical account</span></span> <span class="TextRun SCXW39427303 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW39427303 BCX0">setups. You will engage with both external and internal stakeholders </span><span class="NormalTextRun SCXW39427303 BCX0">representing</span><span class="NormalTextRun SCXW39427303 BCX0"> business</span></span> <span class="TextRun SCXW39427303 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW39427303 BCX0">and technical aspects.</span></span></p> <p><strong><span data-contrast="none">What You’ll Do:</span></strong><span data-ccp-props="{"201341983":0,"335551550":1,"335551620":1,"335559739":160,"335559740":259}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">You will be the customer-facing voice for Ooma Enterprise, responsible for providing a</span> <span data-contrast="auto">consistent, prompt, and high-quality level of customer service to our customers.</span></li> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Proactive relationship building with our TOP 50 customer base</li> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Work with enterprise clients on billing analysis and auditing.</li> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Manage ongoing contract renewals opportunities.</li> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Increase overall account retention and reduce churn by providing a high level of focus and attention to all our customers’ needs.</li> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Guide existing customers to confidently and effectively use Ooma Enterprise products.</li> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Handle escalated customer service concerns via our Freshdesk ticketing system.</li> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Assist customers with review and correction of billing issues and assist collections for delinquent accounts.</li> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Find newer and innovative ways to utilize AI in your day to day work.</li> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Liaise with internal teams (Implementation, Support, Sales, Engineering etc.) to ensure customer projects are done on time and any opportunities to introduce new products/services to the client are leveraged.<span data-ccp-props="{}"> </span></li> </ul> <p><strong><span data-contrast="none">Experience We’re Looking For:</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559738":0,"335559739":160,"335559740":259}"> </span></p> <div class="OutlineElement Ltr SCXW231562398 BCX0"> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">You have a minimum of 2-5 years of SaaS account management, implementation or</span> <span data-contrast="auto">technical customer success experience, or equivalent industry experience, and</span> <span data-contrast="auto">proven success in growing existing accounts and relationships. </span></li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Fluent in French or Québecois</span></strong></li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Knowledge of accounting and billing fundamentals is a requirement</span></strong></li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Knowledge of and experience with Hosted Telephony (VOIP/ SIP) is a must.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">You have confidence working with clients at multiple levels within an organization.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Experience gathering data from multiple sources and creating customer facing PowerPoints and Excels is a requirement <span data-ccp-props="{}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Demonstrated success in Project and Client Life-cycle Management is an asset.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Strong aptitude for technology and ability/desire to learn new software.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Goal oriented self-starter who can work independently as well as in a team environment with minimal supervision and has an appetite for continuous learning.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Your verbal and written communication skills are one of your strongest attributes.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">You can translate difficult technical terms and problems into relatable language for a wide range of people.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">You stay cool as a cucumber in a fast-paced ambiguous environment.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Excellent time management, organizational, problem solving, and analytical skills.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Post-Secondary education preferred.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">You’re driven: No one needs to push you to excel; it’s just who you are.</li> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Eager to learn, adapt and perfect your work; you seek out help when you need it and put it to good use</li> </ul> <p class="Paragraph SCXW231562398 BCX0"><strong><span class="TextRun MacChromeBold SCXW231562398 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW231562398 BCX0">What We Offer:</span></span><span class="EOP SCXW231562398 BCX0" data-ccp-props="{"201341983":0,"335551550":1,"335551620":1,"335559739":160,"335559740":259}"> </span></strong></p> </div> <div class="OutlineElement Ltr SCXW231562398 BCX0"> <p class="Paragraph SCXW231562398 BCX0"><span class="TextRun SCXW231562398 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW231562398 BCX0">Working at Ooma means being a team player, while allowing your individual voice to come through. </span><span class="NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW231562398 BCX0">And,</span> <span class="NormalTextRun SCXW231562398 BCX0">you'll</span><span class="NormalTextRun SCXW231562398 BCX0"> receive competitive compensation, </span><span class="NormalTextRun SCXW231562398 BCX0">benefits</span><span class="NormalTextRun SCXW231562398 BCX0"> and generous company </span><span class="NormalTextRun SCXW231562398 BCX0">perks</span><span class="NormalTextRun SCXW231562398 BCX0">.</span></span><span class="EOP SCXW231562398 BCX0" data-ccp-props="{"201341983":0,"335551550":1,"335551620":1,"335559739":160,"335559740":259}"> </span></p> </div> <div class="SCXW231562398 BCX0"> <div class="ListContainerWrapper SCXW231562398 BCX0"> <ul> <li class="Paragraph SCXW145817688 BCX0"><span class="TextRun SCXW145817688 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW145817688 BCX0">Comprehensive Medical/Dental/Vision insurance for you and eligible dependents </span></span><span class="EOP SCXW145817688 BCX0" data-ccp-props="{"201341983":0,"335551550":1,"335551620":1,"335559739":160,"335559740":259}"> </span></li> <li class="Paragraph SCXW145817688 BCX0">GRSP including employer match</li> <li class="Paragraph SCXW145817688 BCX0"><span class="TextRun SCXW145817688 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW145817688 BCX0">Employee Stock Purchase Plan</span></span><span class="EOP SCXW145817688 BCX0" data-ccp-props="{"201341983":1,"335551550":1,"335551620":1,"335559739":160,"335559740":255}"> </span></li> <li class="Paragraph SCXW145817688 BCX0"><span class="TextRun SCXW145817688 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW145817688 BCX0">Unlimited p</span><span class="NormalTextRun SCXW145817688 BCX0">aid time off</span> <span class="NormalTextRun SCXW145817688 BCX0">as well as corporate holidays observed</span></span><span class="EOP SCXW145817688 BCX0" data-ccp-props="{"201341983":1,"335551550":1,"335551620":1,"335559739":160,"335559740":255}"> </span></li> </ul> </div> </div> <p class="p1"><em>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.</em></p> <p><em><span data-contrast="auto">We may utilize AI-enabled tools during the hiring process, including for resume review, scheduling, and interview note-taking or transcription. These tools are used solely to support our hiring team; all employment decisions are made by human reviewers. </span></em><span data-ccp-props="{"201341983":1,"335551550":1,"335551620":1,"335559739":160,"335559740":255}"> </span></p> <p><em><span data-contrast="auto">Where interviews are recorded or transcribed, candidates will be notified in advance and their consent will be obtained.</span></em><span data-ccp-props="{"201341983":1,"335551550":1,"335551620":1,"335559739":160,"335559740":255}"> </span></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>The base salary range for candidates in located Canada is listed below. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).</p></div><div class="title">Canada Pay Range</div><div class="pay-range"><span>$75,000</span><span class="divider">-</span><span>$90,000 CAD</span></div></div></div>