Ooma, Inc.

Account Manager

• Own the full wholesale partner acquisition cycle, from identifying and qualifying prospects to negotiating and closing partnerships with the capacity to drive 500+ seats
• Drive multi-location enterprise wins across franchise networks, restaurant groups, property management, assisted living, and similar verticals, managing complex, multi-stakeholder deals from first contact through signed agreement
• Build, refine, and document the acquisition-style sales process for wholesale and large multi-location prospects, creating a repeatable motion that scales beyond this role
• Develop and execute a structured outbound motion across cold outreach, email campaigns, social, events, and referrals, with the discipline to prioritize ruthlessly and the creativity to break through in competitive accounts
• Lead high-stakes consultative discovery and executive-level solution conversations, earning credibility with senior decision-makers across IT, Operations, and Finance at complex organizations
• Shape and influence outbound campaign strategy with Marketing, providing field intelligence on messaging, targeting, and content that drives response from wholesale and multi-location prospects
• Drive cross-functional alignment with Sales Leadership and Product on deal strategy, enablement materials, and onboarding plans for wholesale partners and large prospects, serving as the subject matter expert on this segment
• Leverage AI tools throughout the sales workflow, including account research, target list building, personalized outreach, meeting prep, and deal intelligence, to accelerate pipeline creation and improve deal quality
• Maintain accurate opportunity tracking, pipeline hygiene, and reliable forecasts in Salesforce
• Represent FluentStream at industry events, franchise shows, and partner conferences
• Translate field learnings into actionable insights for Product, Marketing, and Channel teams, actively contributing to the evolution of our wholesale and multi-location go-to-market strategy

Strategic Partnerships Lead

Director

• Lead end-to-end AirDial implementation operations, including deployment planning, site readiness, installation execution, quality assurance, and customer go-live activities
• Own quarterly installation targets and operational forecasting to support AirDial growth objectives
• Lead global AirDial technical support operations (L1/L2/L3), ensuring high-quality post-installation support and adherence to SLA, CSAT, and escalation targets
• Oversee enterprise and multi-site deployments, including white-glove, partner-led, and self-install programs
• Manage field technicians, implementation teams, third-party vendors, and channel partners to ensure consistent delivery quality and operational excellence
• Serve as senior escalation point for complex customer and partner issues, driving rapid resolution and long-term customer satisfaction
• Build and scale operational processes, implementation standards, support workflows, and knowledge management practices to improve efficiency and scalability
• Partner cross-functionally with Sales, Engineering, Product, Channel, and Operations teams to align deployment capacity, customer commitments, and product improvements
• Develop KPI dashboards, forecasting models, and operational reporting to track installation throughput, support performance, and organizational effectiveness
• Lead workforce planning, recruiting, coaching, and organizational development across implementation and support teams
• Represent AirDial Support & Implementation in executive reviews, customer meetings, strategic planning discussions, and partner engagements, including travel up to 30% as needed to support customers, partners, and operational initiatives
• Champion the adoption of AI-driven tools and automation across AirDial implementation and support operations, leveraging predictive analytics, intelligent troubleshooting, and workflow automation to improve scalability, operational efficiency, and customer experience

Senior Director, Service Delivery & Support

Manager

• Own bookings targets through a portfolio of channel partners, driving consistent deal volume by recruiting new partners and maximizing production from existing ones
• Build and execute a partner recruitment strategy that targets agents, MSPs, IT consultants, and strategic resellers with the profile and capacity to deliver sustained results
• Develop and implement structured activation plans for new and dormant partners, with clear milestones from onboarding through first deal and ongoing productivity
• Lead and support partner-sourced opportunities through the full sales cycle, including discovery, demos, and close, while coaching partner reps to increase their independent deal velocity
• Collaborate with Marketing to design, execute, and continuously improve co-marketing campaigns and partner enablement programs that generate measurable pipeline
• Build deep, multi-threaded relationships within partner organizations, from ownership and leadership to field reps, ensuring FluentStream is a preferred and trusted vendor
• Serve as a product and sales motion expert for your partner portfolio, providing training, deal support, and enablement that meaningfully shortens time-to-revenue and improves close rates
• Leverage AI tools throughout the channel workflow, including partner research, outreach, enablement content, and deal coaching, to accelerate partner activation and improve win rates
• Accurately forecast bookings, maintain clean pipeline hygiene, and keep all activity current in Salesforce
• Represent FluentStream at partner events, industry conferences, and joint customer meetings as needed
• Surface patterns, gaps, and opportunities from the field to Channel Marketing, Product, and cross-functional stakeholders, contributing to ongoing improvements in our partner program and go-to-market approach

Senior Channel Manager

Business Development Rep

Business Development Lead

Full-stack Engineer

• Design, build, and maintain a geographically distributed calling platform capable of supporting millions of minutes and thousands of simultaneous sessions — infrastructure that powers real communication at massive scale
• Work on cutting-edge AI features integrated directly into a carrier-grade platform, solving hard problems around latency, reliability, and throughput that most engineers never get to touch
• Collaborate closely with a passionate team of engineers to ship features that directly impact how Ooma's customers communicate — from small businesses to enterprise clients
• Dive deep into niche and emerging technologies, contributing to architectural decisions that shape the future of the platform
• Debug complex, distributed systems issues and drive solutions end-to-end, from root cause to production

Software Engineer

• 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.

Strategic Partnerships Lead

Senior Director, Service Delivery & Support

Senior Channel Manager

Business Development Lead

Software Engineer

Customer Account Manager