About the role

Key Account Manager responsible for managing top tier North America customers and driving customer success. Supporting a growing customer base at Aircall and enhancing communication management.

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

Outstanding written and verbal communication skills in English. Spanish would be a big plus, too!
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.