Digital Customer Success Manager, DACH Market - Berlin or Paris

unlimited holidays
Work set-up: 
Hybrid
Contract: 
Work from: 
Paris (CO), Berlin (DE)

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Aircall Unicorn https://aircall.io
501 - 1000 Employees
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Job description

Based in Berlin or Paris - we are looking for engaged and passionate Customer Success Manager to join our multicultural team.

Customer Success is at the heart of Aircall. We are looking for a tech-savvy individual with strong relationship building skills that is looking to help customers succeed. You will play a major part in supporting our rapidly growing client base to ensure they help their businesses grow with Aircall.

Key Responsibilities:
  • 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 in evaluating and implementing 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

  • Qualifications:
  • A first experience in a sales and/or Customer Success Management position is required
  • Excellent verbal and written communication skills
  • Native in German 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.
  • Required profile

    Experience

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