Enterprise Implementation & Onboarding Lead

Ooma; St. Louis (MO); On-site; USD 66,000 - 75,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

401(k) with employer match

Employee Stock Purchase Plan (ESPP)

Paid Time Off

Job summary

Ooma Enterprise seeks an Implementation Specialist to coordinate onboarding, provisioning, and configuration of our SaaS platform, serving as the primary technical liaison for customers. You will guide projects end-to-end and ensure a high-quality, timely deployment.

Responsibilities include managing customer expectations, troubleshooting issues, liaising with Sales and Engineering, and facilitating escalations when needed, all while delivering a superior customer experience.

Qualifications

• 2+ years Technical Customer Success or Implementation Specialist experience
• Knowledge of networking fundamentals (TCP/IP, DHCP, VPN)
• Exceptional communication and presentation skills
• Hands-on experience with inside/house wiring, structured cabling, low-voltage wiring, telecom installations, or network cabling preferred
• Project and client management experience is an asset
• Strong analytical, problem solving and coordinating skills
• Ability to manage several concurrent tasks and switch priorities on the fly while maintaining a calm demeanor in a fast-paced environment
• Service-oriented mindset and ability to work independently or in a team

Responsibilities

• Customer-facing voice for Ooma Enterprise tasked with providing a consistent, prompt, and high-quality level of customer service to our customers
• Project manages and oversees the entire onboarding process including provisioning installation, and configuration of our product
• Guide new customers through an established onboarding process, equipping them to confidently and effectively use Ooma Enterprise products
• Troubleshoot and resolve and/or elevate customer technical issues when required
• Set customer expectations, communicate internally to ensure tasks are on schedule, and offer suggestions to mitigate risks to avoid delays
• Liaise with internal teams (Sales, Engineering etc.) to ensure projects are completed on time, to spec while leveraging opportunities to introduce new products/services
• Strong multi-tasking and prioritization skills in a fast-paced environment
• Demonstrate a proactive, customer-first approach and willingness to learn new technology including AI tools

Job description

Ooma Enterprise seeks an Implementation Specialist to coordinate onboarding, provisioning, and configuration of our SaaS platform, serving as the primary technical liaison for customers. You will guide projects end-to-end and ensure a high-quality, timely deployment.

Responsibilities include managing customer expectations, troubleshooting issues, liaising with Sales and Engineering, and facilitating escalations when needed, all while delivering a superior customer experience.