Account Specialist
Ooma - Boca Raton, FL
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Customer Billing Specialist About the Role: As an Ooma Customer Billing Specialist you will be working in our Account Management Team and responsible for the life-cycle of our customers from post-implementation through contract renewal. You will provide on-going proactive account relationship management and address the growing needs of our existing customers. You will address issues ranging from account/billing inquiries to dealing with escalations regarding complex technical account setups. You will engage with both external and internal stakeholders representing business and technical aspects. What You'll Do: * You will be the customer-facing voice for Ooma Enterprise, responsible to provide a consistent, prompt, and high-quality level of customer service to our customers. * Proactive relationship building with our TOP 50 customer base * Work with enterprise clients on billing analysis and auditing. * Manage ongoing contract renewals opportunities. * Increase overall account retention and reduce churn by providing a high level of focus and attention to all our customer's needs. * Guide existing customers to confidently and effectively use Ooma Enterprise products. * Handle escalated customer service concerns. * Assist customers with review and correction of billing issues and assist collections for delinquent accounts. * 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. Experience We're Looking For: * 2+ years in billing and complex billing assessments * Huge plus if you have 2+ years of SaaS account management, implementation or technical customer success experience, or equivalent industry experience, and proven success in growing existing accounts and relationships. * You have confidence working with clients at multiple levels within an organization. * Experience gathering data from multiple sources and creating customer facing PowerPoints and excels is a requirement * Demonstrated success in Project and Client Life-cycle Management is an asset. * Knowledge of and experience with Hosted Telephony (VOIP/ SIP) is an asset. * Strong aptitude for technology and ability/desire to learn new software. * 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. * Your verbal and written communication skills are one of your strongest attributes. * You can translate difficult technical terms and problems into relatable language for a wide range of people. * You stay cool as a cucumber in a fast-paced ambiguous environment. * Excellent time management, organizational, problem solving, and analytical skills. * Post-Secondary education preferred. * You're driven: No one needs to push you to excel; it's just who you are. * Eager to learn, adapt and perfect your work; you seek out help when you need it and put it to good use. #LI-OP1 What We Offer: Working at Ooma means being a team player, while allowing your individual voice to come through. And, you'll receive competitive compensation, benefits and generous company perks. * Comprehensive Medical/Dental/Vision insurance for you and eligible dependents * HMO's, a PPO, or HDHP (including HSA, which Ooma helps fund) * Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability) * Commuter benefits * 401k & employer match * Employee Stock Purchase Plan (ESPP) * Paid time off, sick days, as well as corporate holidays observed * Employee Assistance Program * Life Balance benefits with Travel assistance services and Identity theft and will preparation services
Created: 2024-10-12