- Serve as the customer-facing voice for Ooma Enterprise to provide consistent, prompt, and high-quality support.
- Proactively build relationships with top 50 customer base.
- Perform billing analysis and auditing for enterprise clients.
- Manage ongoing contract renewal opportunities.
- Increase account retention and reduce churn.
- Guide existing customers in effectively using Ooma Enterprise products.
- Handle escalated customer service concerns via Freshdesk ticketing system.
- Assist customers with billing corrections and collections for delinquent accounts.
- Liaise with internal teams to ensure timely project completion and identify upsell opportunities.