Gestionnaire de comptes clés développant les relations et ventes de produits de santé animale chez Merck. Gestion de comptes stratégiques au Québec, en Ontario, au Nouveau - Brunswick ou en Alberta.
About the role
- Customer Account Manager growing Ooma’s cloud communications accounts across Canada. Managing renewals, retention, billing, escalations, and enterprise customer relationships.
Responsibilities
- Manage the customer lifecycle from post-implementation through contract renewal
- Provide ongoing proactive account relationship management
- Serve as the customer-facing voice for Ooma Enterprise
- Build proactive relationships with the TOP 50 customer base
- Work with enterprise clients on billing analysis and auditing
- Manage ongoing contract renewal opportunities
- Increase account retention and reduce churn
- Guide customers in effectively using Ooma Enterprise products
- Handle escalated customer service concerns through Freshdesk
- Review and correct billing issues and assist collections for delinquent accounts
- Find innovative ways to use AI in day-to-day work
- Liaise with Implementation, Support, Sales, Engineering, and other internal teams to complete projects on time and identify product/service opportunities
Requirements
- Minimum of 2-5 years of SaaS account management, implementation or technical customer success experience, or equivalent industry experience
- Proven success in growing existing accounts and relationships
- Fluent in French or Québecois
- Knowledge of accounting and billing fundamentals is a requirement
- Knowledge of and experience with Hosted Telephony (VOIP/SIP) is a must
- 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
- Strong aptitude for technology and ability/desire to learn new software
- Ability to work independently and in a team environment with minimal supervision
- Strong verbal and written communication skills
- Ability to translate difficult technical terms and problems into relatable language
- Excellent time management, organizational, problem-solving, and analytical skills
- Post-Secondary education preferred
- Eager to learn, adapt, and perfect your work
Benefits
- Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
- GRSP including employer match
- Employee Stock Purchase Plan
- Unlimited paid time off as well as corporate holidays observed
- Competitive compensation
- Company perks
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