Aircall is investing in our customers at scale by deploying a digital-led engagement strategy. We are looking for an experienced Digital CS leader to help us lead this business transformation. Your mission: drive internal efficiencies while protecting the customer experience. You will play a key part in elevating Aircall’s customer journey with a digital-led approach. Your contributions will help drive customer stickiness and engagement at scale, leveraging digital-first engagement methods (one-to-many playbooks, emails, surveys, in-app messaging, etc). We are looking for a player-coach who understands the fundamentals of product-led customer engagement and has the ability to pull global stakeholders together to deploy this critical business transformation. You will make a huge impact and be trusted to help us grow!

What you’ll do:

      • Strategy Development
      • Define and execute Aircall’s digital touch strategies for onboarding, adoption, nurturance and growth, leading to repeatable successes across all segments
      • Identify and prioritize key initiatives to drive customer adoption, retention and growth through automation and digital strategies
      • Team leadership and development 
      • Manage the transition of our customer base to a digital led engagement strategy
      • Manage 1-2 program managers by influencing cross-functional project prioritization and KPIs
      • Oversee a global team of Digital CS Managers
      • Foster a customer-centric culture of innovation, continuous learning, and agility
      • Establish team targets, comp structure and KPIs
      • Technology and Tool Optimization
      • Leverage existing tech stack to build a best in class engagement model (Totango, Gainsight PX, Salesforce)
      • Work closely with Data, Operations, and Business Systems teams to influence tooling optimization and configuration requirements
      • Cross functional collaboration Serve as a cross functional evangelist for our Digital strategy across global Product, Marketing, Business services and Go-to-market teams
      • Work closely with the Customer Education, Product Marketing and Customer Marketing teams to build customer enablement programs based on available insights and product analytics triggers
      • Collaborate cross-functionally to ensure the customer programs work synergistically with other customer touch-points from other Aircall teams like Customer Marketing, Product Marketing, and Enablement
      • Document and share product feedback based on gaps in customer’s ability to be self-sufficient
    • Ongoing Iteration of Digital Strategy
    • Provide regular updates on the efficacy of the digital success programs, recommending and leading changes in partnership with global leadership teams
    • Iterate on content flows based on increasingly available product analytics, continuing to improve the customer experience and the effectiveness of the digital enablement
    • Continuously enhance the digital strategy to serve the broader customer base
    • Ongoing enablement of internal teams
    • Closely collaborate with GTM functions to ensure continuity across the entire customer journey
    • Diversify engagement playbooks based on user personas, industry verticals and other segmentation means

What you’ll bring:

    • Prior experience building one-to-many and digital touch strategies for a global SMB customer base
    • Experience managing global individual contributors and front line manager
    • Detail-oriented and analytical
    • Self-starter who is equipped with the skills to juggle multiple initiatives and make educated decisions as to where to invest time and resources
    • Versed in managing programs requiring cross-functional collaboration
    • Excellent written and verbal communication skills
    • Analytical mindset with ability to translate data into actionable insights
    • Deep empathy for our audience / buyer personas of small business sales and support leaders
    • Strong leadership, mentorship, communication and analytics skills and experience
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