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Director of Digital Customer Success

Permanent contract
Salary: Not specified
Experience: > 4 years


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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 role:

Aircall is investing in our customers at scale by deploying a digital-led engagement strategy. We are looking for an experienced Digital CS leader to help us lead this business transformation. Your mission: drive internal efficiencies while protecting the customer experience. You will play a key part in elevating Aircall’s customer journey with a digital-led approach. Your contributions will help drive customer stickiness and engagement at scale, leveraging digital-first engagement methods (one-to-many playbooks, emails, surveys, in-app messaging, etc). We are looking for a player-coach who understands the fundamentals of product-led customer engagement and has the ability to pull global stakeholders together to deploy this critical business transformation. You will make a huge impact and be trusted to help us grow!

What you'll do:

  • Strategy Development
  • Define and execute Aircall’s digital touch strategies for onboarding, adoption, nurturance and growth, leading to repeatable successes across all segments 
  • Identify and prioritize key initiatives to drive customer adoption, retention and growth through automation and digital strategies 
  • Team leadership and development 
  • Manage the transition of our customer base to a digital led engagement strategy
  • Manage 1-2 program managers by influencing cross-functional project prioritization and KPIs 
  • Oversee a global team of Digital CS Managers 
  • Foster a customer-centric culture of innovation, continuous learning, and agility
  • Establish team targets, comp structure and KPIs 
  • Technology and Tool Optimization
  • Leverage existing tech stack to build a best in class engagement model (Totango, Gainsight PX, Salesforce) 
  • Work closely with Data, Operations, and Business Systems teams to influence tooling optimization and configuration requirements
  • Cross functional collaboration Serve as a cross functional evangelist for our Digital strategy across global Product, Marketing, Business services and Go-to-market teams
  • Work closely with the Customer Education, Product Marketing and Customer Marketing teams to build customer enablement programs based on available insights and product analytics triggers
  • Collaborate cross-functionally to ensure the customer programs work synergistically with other customer touch-points from other Aircall teams like Customer Marketing, Product Marketing, and Enablement
  • Document and share product feedback based on gaps in customer’s ability to be self-sufficient 
  • Ongoing Iteration of Digital Strategy
  • Provide regular updates on the efficacy of the digital success programs, recommending and leading changes in partnership with global leadership teams
  • Iterate on content flows based on increasingly available product analytics, continuing to improve the customer experience and the effectiveness of the digital enablement
  • Continuously enhance the digital strategy to serve the broader customer base
  • Ongoing enablement of internal teams 
  • Closely collaborate with GTM functions to ensure continuity across the entire customer journey 
  • Diversify engagement playbooks based on user personas, industry verticals and other segmentation means  
  • What you'll bring:

  • Prior experience building one-to-many and digital touch strategies for a global SMB customer base 
  • Experience managing global individual contributors and front line manager
  • Detail-oriented and analytical 
  • Self-starter who is equipped with the skills to juggle multiple initiatives and make educated decisions as to where to invest time and resources 
  • Versed in managing programs requiring cross-functional collaboration
  • Excellent written and verbal communication skills
  • Analytical mindset with ability to translate data into actionable insights
  • Deep empathy for our audience / buyer personas of small business sales and support leaders 
  • Strong leadership, mentorship, communication and analytics skills and experience
  • 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.

    Want to know more about candidate privacy? Find our Candidate Privacy Notice here.

    Want to know more?

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