We are looking for an engaged and passionate Senior Success Manager for our Spanish clients, based out of Madrid.
Customer Success is at the heart of Aircall. We are looking for a tech-savvy individual with strong relationship building and networking skills that is looking to help customers succeed. You will play a major part in supporting our rapidly growing client base to ensure they help their businesses grow with Aircall and be at the forefront of how SMBs manage their communication channels.
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Key responsibilities:- Be responsible for a portfolio of 80-90 strategic accounts in Spain and South America.
- Ensure customer growth, adoption, satisfaction and retention.
- Proactively monitor account activity, consolidate, deliver and help implement best practices for your clients.
- Help your clients manage the change that is involved in making new technologies successful.
- Develop strong networks with your clients with multiple key decision makers and Aircall champions.
- Handle contract renegotiations and mitigate its risks.
- Delve into and understand your client’s specificities (industry, locations, etc).
- Work closely with solutions engineers and partners to pursue customer goals and business opportunities.
- Work within our integration ecosystem to help customers integrate Aircall into their existing software stack and maximise value and stickiness.
- Organise on-site visits whenever possible.
- Contribute to the constant improvement of our processes, best practices and tools.
- Gather customer product feedback to help shape and define the product roadmap.
- Bring in new ideas to delight our customers
Qualifications:- You’ve spent at least 4 years working in Customer Success or account management.
- You are a strong communicator with excellent verbal and written communication skills.
- You’re comfortable handling and structuring complex projects involving multiple decision makers (from C-level, VP, and Director-level contacts, to the end-users of the softwares).
- You’re comfortable with building and delivering data driven recommendations.
- You have great presentation skills and the ability to explain technical concepts in an easy to understand and structured manner.
- You have strong interpersonal skills, experience building strong relationships, and a passion for consistently providing a great customer experience.
- You have a track record of meeting and exceeding account growth targets/KPIs on a consistent basis.
- You’re confident in managing and completing tasks and issues in a fast-paced, international environment.
- Previous experience in a similar B2B SaaS is preferred.
- Salesforce, Totango, Powerpoint experience is preferred.
- Fluency in Spanish and English required
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