aircall - Small Business Customer Success Manager, APAC Market

• Oversee a pool of customers and drive them to successful value realization • Adopt a data driven approach to growing and nurturing the digital touch segment of Aircall’s customer base • Help in evaluating and implementing metrics to monitor account development, including churn rate, contraction and expansion trends, as well as indicators for account health, satisfaction levels, advocacy, and potential risks • Maintain a frequent pulse on your customers' utilization and performance metrics using data, dashboards and feedback channels • Use a Digital touch approach to drive customers through the ideal customer journey and empower them to utilize self-help resources • Engage with customers to upsell additional product/services of value as data driven opportunities are flagged • Deliver your expertise through one-to-many interactions (host live webinars, office hours, e-guides) • Work closely with our digital program manager to provide on-the-ground feedback to drive & improve the impact of automations • Collaborate with the Customer marketing team to create and deliver valuable content and recommend automations • Advocate for your internal pool of customers with internal stakeholders Inspire customers to think strategically about how our platform can support their business needs • Share new ideas to delight our customers