Key Responsibilities:
- Oversee a pool of customers in Zendesk and drive them to successful value realisation
- 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' utilisation 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 utilise 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 (fluency) in both French and English (mandatory). Spanish and / or German is a plus!
- Ability to work from the New York office, hybrid work environment
- 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
