Digital Customer Success Manager, DACH Market

Berlin OfficeFull-TimeManagerSupport / Customer Success

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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

A first experience in a sales and/or Customer Success Management position is required
Excellent verbal and written communication skills
Native in German is a must
Bilingual in English is mandatory
Passion for consistently providing excellent customer experience
Comfortable managing several tasks and issues in a fast-paced environment
Previous experience in a similar environment would be appreciated.