Digital Customer Success Manager, DACH Market - Paris

Digital Customer Success Manager, DACH Market - Berlin Or Paris

Based in 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:

1. Oversee a pool of customers and drive them to successful value realization
2. Adopt a data driven approach to growing and nurturing the digital touch segment of Aircall's customer base
3. 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
4. Maintain a frequent pulse on your customers' utilization and performance metrics using data, dashboards and feedback channels
5. Use a Digital touch approach to drive customers through the ideal customer journey and empower them to utilize self-help resources
6. Engage with customers to upsell additional product/services of value as data driven opportunities are flagged
7. Deliver your expertise through one-to-many interactions (host live webinars, office hours, e-guides)
8. Work closely with our digital program manager to provide on-the-ground feedback to drive & improve the impact of automations
9. Collaborate with the Customer marketing team to create and deliver valuable content and recommend automations
10. Advocate for your internal pool of customers with internal stakeholders Inspire customers to think strategically about how our platform can support their business needs
11. 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.

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