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About the role
- Key Account Manager for North America customers at Aircall, an AI-powered customer communications platform. Handling VIP accounts to ensure growth, satisfaction, and successful technology integration.
Responsibilities
- Be responsible for a portfolio of 25-35 Key (VIP) accounts in NA ( 'logo' brands and midmarket businesses)
- Ensure customer growth, adoption, satisfaction and retention
- Proactively monitor account activity, consolidate, deliver and help implement best practices for your customers
- Help your customers manage the change that is involved in making new technologies successful
- Develop strong networks with your customers with multiple key decision makers and Aircall champions
- Handle contract renegotiations and mitigate risks
- Delve into and understand your customer's specificities (industry, locations, etc)
- Work closely with Solutions Engineers and partners to meet customer goals and identify business opportunities
- Work within our integration ecosystem to help customers integrate Aircall into their existing software stack and maximize value and stickiness
- Organize quarterly on-site visits whenever possible
- Drive and improve the segment’s strategy for NA
- Become a key contributor and referent within the Success team for advanced needs
- Develop new ways to increase customer satisfaction
- Contribute to the constant improvement of our processes, best practices, and tools
- Gather customer product feedback to help shape and define the product roadmap
- Bring in new ideas to delight our customers
Requirements
- Outstanding written and verbal communication skills in English. And Spanish proficiency strongly preferred for this role.
- You have 5 or more years of experience and expertise in Customer Success or Account Management
- You have a previous experience in the telecom industry or account management experience with Enterprise / SaaS solutions
- You are a strong communicator with excellent verbal and written communication skills
- You’re comfortable handling and structuring complex projects involving multiple decision makers (from C-level, VP, and Director-level contacts, to the end-users of the softwares)
- You’re comfortable with building and delivering data-driven recommendations
- You have great presentation skills and the ability to explain technical concepts in an easy to understand and structured manner
- You have strong interpersonal skills, experience building strong relationships, and a passion for consistently providing a great customer experience
- You have a track record of meeting and exceeding account growth targets/KPIs on a consistent basis
- You’re confident in managing and completing tasks and issues in a fast-paced, international environment
- You have experience using Salesforce, CRMs and Google suite.
Benefits
- Medical, dental, and vision insurance is 100% covered
- 401k plan with company matching!
- Unlimited PTO — take the time you need to come to work feeling great!
- Wellness, commuter, and childcare reimbursements
- Generous parental leave policy
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