Aircall

Key Account Manager

Aircall

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $110,000 - $125,000 per year

About the role

  • Be responsible for a portfolio of 25-35 Key (VIP) accounts in NA ( 'logo' brands and midmarket businesses)
  • Ensure customer growth, adoption, satisfaction and retention
  • Proactively monitor account activity, consolidate, deliver and help implement best practices for your customers
  • Help your customers manage the change that is involved in making new technologies successful
  • Develop strong networks with your customers with multiple key decision makers and Aircall champions
  • Handle contract renegotiations and mitigate risks
  • Delve into and understand your customer's specificities (industry, locations, etc)
  • Work closely with Solutions Engineers and partners to meet customer goals and identify business opportunities
  • Work within our integration ecosystem to help customers integrate Aircall into their existing software stack and maximize value and stickiness
  • Organize quarterly on-site visits whenever possible
  • Drive and improve the segment’s strategy for NA
  • Become a key contributor and referent within the Success team for advanced needs
  • Develop new ways to increase customer satisfaction
  • Contribute to the constant improvement of our processes, best practices, and tools
  • Gather customer product feedback to help shape and define the product roadmap
  • Bring in new ideas to delight our customers

Requirements

  • Outstanding written and verbal communication skills in English. And Spanish proficiency strongly preferred for this role.
  • You have 5 or more years of experience and expertise in Customer Success or Account Management
  • You have a previous experience in the telecom industry or account management experience with Enterprise / SaaS solutions
  • You are a strong communicator with excellent verbal and written communication skills
  • You’re comfortable handling and structuring complex projects involving multiple decision makers (from C-level, VP, and Director-level contacts, to the end-users of the softwares)
  • You’re comfortable with building and delivering data-driven recommendations
  • You have great presentation skills and the ability to explain technical concepts in an easy to understand and structured manner
  • You have strong interpersonal skills, experience building strong relationships, and a passion for consistently providing a great customer experience
  • You have a track record of meeting and exceeding account growth targets/KPIs on a consistent basis
  • You’re confident in managing and completing tasks and issues in a fast-paced, international environment
  • You have experience using Salesforce, CRMs and Google suite.
Benefits
  • Medical, dental, and vision insurance is 100% covered
  • 401k plan with company matching!
  • Unlimited PTO — take the time you need to come to work feeling great!
  • Wellness, commuter, and childcare reimbursements
  • Generous parental leave policy
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementData-driven recommendationsProject managementKPI trackingTechnical concept explanationCustomer feedback gatheringChange managementIntegration management
Soft Skills
Communication skillsInterpersonal skillsRelationship buildingPresentation skillsProblem-solvingCustomer experience focusStrategic thinkingAdaptabilityCollaboration