Customer Success Manager

• Oversee a pool of customers in Zendesk and drive them to successful value realisation
• 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' utilisation 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 utilise 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

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