<div><b>Based in Berlin or Paris - </b><span>we are looking for engaged and passionate Customer Success Manager to join our multicultural team.</span></div><div><br /></div><div><span>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.</span></div><h3>Key Responsibilities:</h3><ul><li>Oversee a pool of customers and drive them to successful value realization</li><li> Adopt a data driven approach to growing and nurturing the digital touch segment of Aircall’s customer base </li><li>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 </li><li>Maintain a frequent pulse on your customers utilization and performance metrics using data, dashboards and feedback channels </li><li>Use a Digital touch approach to drive customers through the ideal customer journey and empower them to utilize self-help resources</li><li>Engage with customers to upsell additional product/services of value as data driven opportunities are flagged </li><li>Deliver your expertise through one-to-many interactions (host live webinars, office hours, e-guides) </li><li>Work closely with our digital program manager to provide on-the-ground feedback to drive &amp; improve the impact of automations </li><li>Collaborate with the Customer marketing team to create and deliver valuable content and recommend automations </li><li>Advocate for your internal pool of customers with internal stakeholders Inspire customers to think strategically about how our platform can support their business needs </li><li>Share new ideas to delight our customers</li></ul><h3>Qualifications:</h3><ul><li>A first experience in a sales and/or Customer Success Management position is required</li><li>Excellent verbal and written communication skills</li><li>Native in German is a must</li><li>Bilingual in English is mandatory</li><li>Passion for consistently providing excellent customer experience</li><li>Comfortable managing several tasks and issues in a fast-paced environment</li><li>Previous experience in a similar environment would be appreciated.</li></ul>