Director of Digital Customer Success

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