Team Manager - Customer Success

About

Aircall is a web application built on top of the newest technologies for realtime communication (Websockets, WebRTC) providing desktop phone service to marketing & sales teams.

Our Story
We launched officially in June 2015 and we have now more than 3000 customers all over the world, which use Aircall every day to run their business (Uber, Deliveroo, Heetch, Traverlbird...).

Our Product

  • Get phone numbers instantly among 40 countries
  • Redirect calls across your team
  • Make and receive calls on computer & mobile, tracking calls and monitoring activity
  • Integrate your phone system with your CRM & helpdesks (Zendesk, Pipedrive,Intercom, Salesforce, Slack…) .
  • We're competing with traditional players (Orange, Vodafone...) and a few (mostly US) start-ups (TalkDesk, Dialpad, etc), but we have a unique vision of simplicity and collaboration applied to phone calls.

Job Description

What you will do :

  • Manage a team of 3-5 customer success managers based in Paris
  • Maximize revenue within your team's portfolio by increasing expansion of the portfolio while minimizing churn and contraction
  • Drive the team to reach revenue targets by conveying and showcasing best practices
  • Provide an exceptional experience for our clients by understanding their business objectives to drive adoption of core functionalities
  • Uncover new strategic revenue opportunities, help define Customer Success strategy and be instrumental in it's implementation
  • Collaborate with internal partners: Sales, Sales Operations, Marketing, Business Development, and Product teams to grow the existing customer base.
  • Drive and Develop processes, practices & tools

Preferred Experience

What we are looking for :

  • A minimum of 5 - 10 years of Sales, Success and/or account management experience, including 2+ years of management
  • Bachelor's or Master's degree from a business school
  • Strong analytical/logical thinking skills, structured analysis process, and clarity of thought: Excel and Google Sheets wizard
  • Previous experience in a B2B SaaS company is appreciated
  • Fluent / native in English, another language would be a plus
  • Passion for consistently providing excellent customer experience
  • Flexible, fast learner who thrives in a constantly-changing work environment
  • A high energy level with excellent communication skills; written and verbal

Recruitment Process

Phone screening
Use Case
On-site interview
Team lunch

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75010)
  • Education Level: Master's Degree
  • Experience: > 10 years