[Remote] Customer Account Manager (FluentStream)

Note: The job is a remote job and is open to candidates in USA. Ooma, Inc. is a company that empowers people to connect through their cloud-based communication solutions. They are seeking a Customer Account Manager who will manage a portfolio of small-to-mid-sized business customers, focusing on renewals, customer support, and account management within the telecom industry.

Responsibilities

• 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

Skills

• 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 + 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
• 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 #OP-1
• 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)

Company Overview

Company H1B Sponsorship