aircall - Key Account Manager (KAM) – Enterprise Accounts EMEA
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Requirements
• Fluent in English and French • A proven experience in managing and growing enterprise or strategic accounts within a B2B SaaS environment. • Strong interest and appetite for AI technologies, with the ability to engage customers on emerging AI use cases and operational transformation across customer support, sales, and communications workflows. • Proven success owning renewals, expansions, and Net Revenue Retention (NRR) targets across complex customer portfolios. • Strong ability to build executive relationships and communicate effectively with senior stakeholders and C-suite leaders. • Experience leading strategic customer conversations around technology transformation, ideally within communications, CX, contact center, or AI-driven platforms. • Highly structured and data-driven approach to account planning, pipeline management, and forecasting. • Strong cross-functional leadership skills with the ability to drive alignment and accountability across multiple internal teams (Product, Sales, Support, Implementation, etc.). • Excellent written and verbal communication skills, with the ability to simplify complex technical or business topics. • Comfortable operating in a fast-paced, high-ownership environment and managing multiple strategic initiatives simultaneously. • Willingness to travel for customer onsite meetings, executive engagements, and strategic account reviews.
Responsibilities
• Enterprise Account Ownership : Own and grow a portfolio of Aircall’s largest and most strategic customers, acting as the primary business partner responsible for long-term success, retention, and expansion. Build deep, multi-threaded relationships across customer organizations, including senior leadership and executive stakeholders, ensuring strong engagement beyond day-to-day operational contacts.Develop and execute structured account plans that drive measurable business outcomes, combining renewal management, expansion strategy, and proactive risk mitigation. • Strategic Advisory & AI Transformation: Act as a trusted advisor to customers on modern communication strategies, including adoption of AI-powered capabilities such as AI voice agents, automation workflows, analytics, and operational optimization.Help customers identify new use cases, operational efficiencies, and revenue opportunities enabled by Aircall’s platform and ecosystem integrations.Translate customer business objectives into actionable technology strategies, ensuring Aircall becomes a long-term strategic partner in their transformation. • Renewals, Expansion & Revenue Ownership:Own Net Revenue Retention (NRR) performance across the assigned portfolio, driving disciplined renewal execution and identifying expansion opportunities across teams, geographies, and use cases.Lead commercial discussions for renewals, upsells, and contract expansions, working closely with Sales, Finance, and Legal to ensure smooth execution.Maintain rigorous pipeline discipline with clear forecasting, opportunity qualification, and structured follow-through on expansion initiatives. • Executive Engagement & Customer Advocacy:Establish and manage executive sponsorship relationships between Aircall leaders and customer executives, strengthening strategic alignment and long-term partnership value.Lead structured business reviews (QBRs/IBRs), executive briefings, and strategic planning sessions that demonstrate measurable ROI and business impact.Develop strong customer advocates by delivering exceptional experiences and positioning customers as references, case studies, or strategic advisors. • Cross-Functional Orchestration: Act as the internal quarterback for enterprise accounts, coordinating efforts across Product, Implementation, Support, Solutions Engineering, and GTM teams.Ensure customer needs, product feedback, and enterprise requirements are clearly communicated internally and considered in roadmap discussions.Drive alignment across internal stakeholders to deliver successful customer outcomes and resolve complex issues quickly and effectively.
Benefits
• 🚀 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 • DE&I Statement:
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