Account Manager

Account Manager – Channel & Customer GrowthSangoma – Empowering businesses with essential communications. Sangoma powers the future of business communications with innovative, scalable, and reliable solutions. From UCaaS, CCaaS, and VoIP to networking, security, and managed services, our all-in-one portfolio helps organizations stay connected—anytime, anywhere. As leaders in open-source and cloud communications, we combine technical depth with real-world business impact, supporting partners and customers across the globe.The RoleSangoma is seeking a strategic, customer-focused Account Manager to own and grow relationships with existing customers and channel partners. In this role, you’ll serve as a trusted advisor—driving customer satisfaction, retention, and revenue growth while helping customers realize the full value of Sangoma’s essential communications solutions. What You’ll DoBuild and maintain strong, long-term relationships with existing customers to ensure high satisfaction and retentionIdentify and execute upsell and cross-sell opportunities aligned to customer needs and business objectivesPartner with Sales, Marketing, and Channel teams to drive account growth and deliver exceptional customer experiencesLead regular account reviews and strategic planning sessions, assessing performance and recommending improvementsActively manage account activity using CRM tools, tracking pipeline, engagement, and customer feedbackTranslate customer feedback and market insights into actionable recommendations for Product and leadership teamsSupport the Regional Channel Manager and partners by sharing customer needs, growth strategies, and expansion plansServe as a key advocate for the customer while balancing revenue growth and business outcomesKey Performance Indicators (KPIs) & Success MetricsSuccess in this role will be measured by a combination of customer health, revenue growth, and execution excellence, including:Customer Retention & SatisfactionNet Revenue Retention (NRR)Customer churn rateCustomer Satisfaction (CSAT/NPS)Account engagement and QBR cadenceRevenue GrowthExpansion revenue (upsell and cross-sell)Renewal rate and contract retentionAverage Revenue per Account (ARPA)Qualified expansion pipelineExecution & Operational ExcellenceCRM accuracy and forecast disciplineAccount plan coverage and qualityTime-to-resolution and issue escalation effectivenessCross-functional collaboration with Sales, Channel, Product, and SupportRequirementsWhat You Bring3+ years of experience in account management, customer success, or client relations, ideally in technology or telecommunicationsKnowledge of VoIP, UCaaS, CCaaS, or cloud communications (strong plus)Proven ability to manage multiple accounts while driving retention and expansionExcellent communication, negotiation, presentation, and relationship-building skillsExperience using CRM systems, Microsoft Office, and modern sales toolsStrong analytical and problem-solving skills with a customer-centric mindsetUnderstanding of the channel ecosystem (VARs, agents, MSPs, TSDs) is a plusSelf-motivated, results-oriented, and collaborativeWillingness to travel for customer and partner engagementsBenefitsWhat We Offer:Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting periodFlexible PTO plan & Company HolidaysEntrepreneurial work environment partnered with high-growth career opportunitiesWe offer a competitive salary ranging from $to , plus a variable commensurate with years of experience in this specific position and the candidate's location. Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities. You must be authorized to work in the United States full-time for any employer. No agencies, please.

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