What are the responsibilities and job description for the Customer Account Billing Specialist position at Ooma?
Customer Account 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.
#LOP1
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
