Key Account Manager

Job summary
Permanent contract
Paris
Salary: Not specified
Fully-remote
Experience: > 3 years
Skills & expertise
Aircall
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Aircall
Aircall

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Questions and answers about the job

The position

Job description

Aircall is a place where voices are valued.

Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 18,000+ customers (and growing) to make authentic, human connections.

Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, Sydney, Madrid, London, Berlin, or at home – everyone has a voice that is valued.

Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk.

About the team:

Customer Success is at the heart of Aircall. We are looking for a tech-savvy individual with strong relationship building skills that is looking to help customers succeed. You will play a major part in supporting our rapidly growing customer base to ensure they help their businesses grow with Aircall!

What you'll do:

  • Grow and nurture a portfolio of accounts with technical inquiries and complex problem solving while developing strong relationships with key stakeholders
  • Act as a trusted advisor to Aircall’s most strategic customers in North America. You will work cross functionally to assist technical and non-technical teams to improve efficiency, expedite fixes, improve visibility for stakeholders, streamline communications, and reduce risks
  • Delight customers through collaborative escalation prevention, leadership on best practice adoption, and coordinating ongoing change management efforts
  • Deeply understand your customer’s business, integrations and tech stack in order to identify optimization and growth opportunities
  • Drive resolution of high profile issues, cross-functional coordination of technical fix deployment and testing while assessing/addressing risks
  • Coordination and communication with all parties involved in customer projects, renewals, and expansion opportunities while maintaining a quarterly quota 
  • Have a exceptional understanding of our product and know how to articulate our value proposition clearly
  • Develop new ways to increase customer satisfaction and organize product feedback
  • Participate and prepare for Annual Business Reviews with customers
  • What you'll bring:

  • Bachelor's Degree in a relevant field of study preferred
  • 3 years or more experience working as a Technical Account Managemer, Solutions Engineer, Customer Success Engineer or a similar customer facing role in the SaaS industry 
  • Exceptional project management and customer service skills 
  • Strong analytical skills and attention to detail, with the ability to interpret data and insights to drive performance and inform future strategies
  • Results-oriented, highly productive, self-starter who can multitask and prioritize effectively in a fast-paced environment
  • You are a strong communicator with excellent verbal and written communication skills
  • You are comfortable maintaining and exceeding a quota, negotiating contracts, and handling upsells and renewals
  • You have a track record of meeting and exceeding account growth targets/KPIs on a consistent basis
  • Strong interpersonal skills, experience building strong relationships, and a passion for consistently providing a great customer experience
  • Confidence to manage competing tasks and issues in a fast-paced, international environment
  • You are comfortable building trust and communicating effectively with all types of customers — from C-level, VP, and Director-level contacts, to the end-users of the software
  • Outstanding presenting skills to technical and executive stakeholders
  • You have the ability to explain technical concepts in an easy to understand manner
  • Salesforce experience highly preferred
  • Key traits we look for:

    You are coachable, you are resilient, you are solution oriented coming to the table with great ideas, and you find the fun in a good challenge! 

    We will invest in you, as you invest in us. We believe that owning your growth and owning your success starts with you, but it's up to us to help provide the platform for learning, growing and building your career!

    Aircall is constantly moving forward. We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality.

    Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.

    We’re creating a place where great people trust one another and thrive together.

    People flourish at Aircall and now is the time to be part of the team and the journey we’re on.

    Why join us?

    🚀 Key moment to join Aircall in terms of growth and opportunities

    💆‍♀️ Our people matter, work-life balance is important at Aircall

    📚 Fast-learning environment, entrepreneurial and strong team spirit

    🌍 45+ Nationalities: cosmopolite & multi-cultural mindset

    💵 Competitive salary package & equity

    🏨 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, internet, and childcare reimbursements

    💚 Generous parental leave policy

    DE&I Statement: 

    At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey. 

    We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.  

    We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn.

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