Small Business Customer Success Manager, APAC Market

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 position is required

Excellent verbal and written communication skills

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.