Lead complex technical implementations for strategic clients at Trulioo. Collaborate with cross - functional teams to ensure successful project delivery in the digital identity verification space.
About the role
- Customer Engineer managing onboarding and adoption for Aircall's AI-powered communications platform. Leading customer success initiatives through technical expertise and project management.
Responsibilities
- Own Customer Activation by leading the technical onboarding for new customers.
- Drive Adoption and Growth by helping customers unlock the full potential of Aircall.
- Manage Renewals and Value Realization in close partnership with Account Managers.
- Lead Add-On Activations when customers purchase new modules.
- Proactively Monitor and Support Your Portfolio by reviewing customer health signals.
- Manage Customer Escalations when critical issues surface, coordinating with Support, Product, and Engineering.
- Collaborate Across the Business with Account Managers, Support, and Solutions Engineers.
Requirements
- 4–8 years in a customer-facing technical role (Customer Engineer, Technical Account Manager, Implementation Specialist, or similar).
- Deep understanding of SaaS architectures, APIs, webhooks, integrations, and cloud environments.
- Confident configuring and troubleshooting customer environments (CRM, analytics, automation, communication stacks).
- Able to read technical documentation, identify integration blockers, and drive resolution with minimal supervision.
- Highly empathetic and outcome-focused — measures success by customer value, not by ticket closure.
- Strong project management and stakeholder alignment skills; capable of driving accountability on both sides.
- Understands how technical adoption connects to revenue — renewals, expansions, and customer advocacy.
- Proven experience leading SaaS implementations and driving product adoption in mid-market or enterprise environments.
Benefits
- Competitive salary package & benefits
- Our people matter, work-life balance is important at Aircall
- Fast-learning environment, entrepreneurial and strong team spirit
- DE&I Statement: At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.
- We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all.
- We’re committed to ensuring that everyone has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.
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