Scale Customer Engineer, DACH Market
Aircall
full-time
Posted on:
Location Type: Hybrid
Location: Berlin • Germany
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Job Level
About the role
- Ensure Aircall’s long-tail and SMB/Core customers onboard successfully, adopt the product quickly, and stay healthy through proactive and reactive engagement.
- Deliver recurring onboarding webinars for SMB/Core customers.
- Assist customers with basic configuration, early setup blockers, and best-practice guidance.
- Review simple health and usage signals to understand where customers may need a quick check-in.
- Provide practical, easy-to-understand explanations to Account Managers.
- Coordinate follow-up between Support, Product, and the AM during customer escalations.
- Work closely with AMs, Support, and Product to ensure a seamless onboarding experience.
Requirements
- 1–3 years in a customer-facing SaaS role such as Onboarding, Customer Success, Support, or Implementation.
- Experience interacting with customers regularly — through scheduled meetings, training sessions, webinars, or support conversations.
- Comfortable managing multiple customers using structured playbooks and clear processes.
- Confident presenting and facilitating sessions over video in a professional, engaging way.
- Familiar with day-to-day tools such as CRM systems, ticketing tools, customer success platforms, and virtual meeting tools.
- Motivated by helping customers adopt technology successfully and eager to grow skills in scaled customer success and technical enablement.
Benefits
- Competitive salary package & benefits
- Work-life balance is important at Aircall
- Fast-learning environment, entrepreneurial and strong team spirit
- Promoting active inclusion within our business
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer onboardingcustomer successsupportimplementationconfigurationbest-practice guidancehealth and usage signalsstructured playbookstechnical enablement
Soft Skills
communicationpresentationfacilitationengagementproactive engagementreactive engagementproblem-solvingcollaborationcustomer relationship management