Description

As a Digital Customer Success Manager, you will engage with a diverse client base, guiding them through their journey with Aircall. This role involves leveraging data to monitor account health, upselling services, and delivering valuable content to ensure customer success.

Requirements

• •First experience in sales or Customer Success Management
• •Excellent verbal and written communication skills
• •Native in German
• •Bilingual in English
• •Passion for providing excellent customer experience
• •Comfortable managing multiple tasks in a fast-paced environment
• •Previous experience in a similar environment appreciated

Tasks

• •Oversee a pool of customers to ensure successful value realization
• •Adopt a data-driven approach to nurture the digital touch segment
• •Evaluate and implement metrics to monitor account development
• •Track churn rate, contraction and expansion trends
• •Assess indicators for account health, satisfaction, and advocacy
• •Maintain regular monitoring of customer utilization and performance metrics
• •Utilize data, dashboards, and feedback channels for insights
• •Guide customers through the ideal journey using a digital touch approach
• •Encourage customers to use self-help resources
• •Engage with customers to upsell additional products and services
• •Deliver expertise through webinars, office hours, and e-guides
• •Collaborate with the digital program manager for feedback on automations
• •Work with the Customer marketing team to create valuable content
• •Recommend automations to enhance customer experience
• •Advocate for customers with internal stakeholders
• •Inspire customers to strategically leverage the platform
• •Share innovative ideas to enhance customer satisfaction