Digital Customer Success Manager

il y a 4 semaines


Paris, Île-de-France Aircall Temps plein

Aircall is a cutting-edge technology company that empowers businesses to thrive through accessible, transparent, and collaborative communication. As a Customer Success Manager, you will play a pivotal role in supporting our rapidly growing client base, ensuring they achieve successful value realization with Aircall.

Your Mission as Digital CSM:
  • Oversee a pool of customers and drive them to successful value realization.
  • Adopt a data-driven approach to growing and nurturing the digital touch segment of Aircall's customer base.
  • Help evaluate and implement metrics to monitor account development, including churn rate, contraction and expansion trends, as well as indicators for account health, satisfaction levels, advocacy, and potential risks.
  • Maintain a frequent pulse on your customers' utilization and performance metrics using data, dashboards, and feedback channels.
  • Use a digital touch approach to drive customers through the ideal customer journey and empower them to utilize self-help resources.
  • Engage with customers to upsell additional product/services of value as data-driven opportunities are flagged.
  • Deliver your expertise through one-to-many interactions (host live webinars, office hours, e-guides).
  • Work closely with our digital program manager to provide on-the-ground feedback to drive & improve the impact of automations.
  • Collaborate with the Customer marketing team to create and deliver valuable content and recommend automations.
  • Advocate for your internal pool of customers with internal stakeholders Inspire customers to think strategically about how our platform can support their business needs.
  • Share new ideas to delight our customers.
Your Profile:
  • A first experience in a sales and/or Customer Success Management position is required.
  • Excellent verbal and written communication skills.
  • Native in French is a must.
  • Bilingual in English is mandatory.
  • Passion for consistently providing excellent customer experience.
  • Comfortable managing several tasks and issues in a fast-paced environment.
  • Previous experience in a similar environment would be appreciated.

Aircall is a place where great people trust one another and thrive together. We're creating a workplace where everyone has a voice that is valued. If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you.



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