Customer Account Manager (FluentStream)

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. Working with growing independence, you will execute renewals, support at-risk save motions, respond to customer needs, and help customers get reliable value from their FluentStream solutions. This role is designed for someone building foundational skills in account management and customer success within the telecom industry.

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.
• Renewal Execution - Prepare and present renewal quotes, respond to customer questions, and route agreements through DocuSign and the appropriate approval workflows.
• 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.
• Customer Communication - Maintain regular, consistent contact with customers-reinforcing the value of their FluentStream services, addressing concerns, and keeping them informed and confident.
• 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.
• Internal Coordination - Partner with Support, Sales, and Growth teams to ensure customers receive timely assistance and a seamless experience.
• Upsell Identification - Flag potential upsell or expansion opportunities and coordinate with the appropriate internal team to support customer growth.
• Process Improvement - Utilizing AI tools to find opportunities for process improvements 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 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.
• Success in This Role Looks Like:
• Reliability - Customers and teammates can count on you to follow through-renewals are executed on time, Salesforce records are accurate, and commitments are kept.
• Consistent Retention - Renewal rates are strong across your portfolio, with at-risk accounts surfaced and documented before churn occurs.
• Customer Confidence - Customers feel supported, informed, and positive about their experience with FluentStream.
• Team Contribution - You actively participate in team discussions, seek feedback, and contribute to shared goals and continuous improvement.

Benefits

Additional Information

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.

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