Digital Customer Success Manager, DACH Market - Paris

Based in Paris

Key Responsibilities:

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