Hybrid Key Account Manager – NYC, SF, Bellevue

at Aircall

• Job title: Key Account Manager – NYC, SF, Bellevue
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $105,000 - $120,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, New York City, United States

About the role

• Key Account Manager managing 25-35 Key (VIP) accounts in North America for Aircall. Ensuring customer growth and satisfaction while driving the Key Account segment.

Responsibilities

• Be responsible for a portfolio of 25-35 Key (VIP) accounts in NA ( 'logo' brands and midmarket businesses)
• Ensure customer growth, adoption, satisfaction and retention
• Proactively monitor account activity, consolidate, deliver and help implement best practices for your customers
• Help your customers manage the change that is involved in making new technologies successful
• Develop strong networks with your customers with multiple key decision makers and Aircall champions
• Handle contract renegotiations and mitigate risks
• Delve into and understand your customer's specificities (industry, locations, etc)
• Work closely with Solutions Engineers and partners to meet customer goals and identify business opportunities
• Work within our integration ecosystem to help customers integrate Aircall into their existing software stack and maximize value and stickiness
• Organize quarterly on-site visits whenever possible
• Drive and improve the segment’s strategy for NA
• Become a key contributor and referent within the Success team for advanced needs
• Develop new ways to increase customer satisfaction
• 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

Requirements

• Outstanding written and verbal communication skills in English. Spanish would be a big plus, too!
• You have 5 or more years of experience and expertise in Customer Success or Account Management
• You have a previous experience in the telecom industry or account management experience with Enterprise / SaaS solutions
• 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
• You have experience using Salesforce, CRMs and Google suite.

Benefits

• Medical, dental, and vision insurance is 100% covered
• 401k plan with company matching!
• Unlimited PTO — take the time you need to come to work feeling great!
• Wellness, commuter, and childcare reimbursements
• Generous parental leave policy