Small Business Customer Success Manager, APAC Market

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 position is required Excellent verbal and written communication skills 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.