Digital Customer Success Intern, Aircall
6 Months
$20 - $22 an hour. Plus equity
1-5 days a week in office
AI-powered communications platform
Be an early applicant
AI-powered communications platform
501-1000 employees
Be an early applicant
$20 - $22 an hour. Plus equity
1-5 days a week in office
501-1000 employees
Company mission
To empower every professional to have rich conversations, so they can focus on closing deals and delighting customers.
Role
Who you are
- We are looking for a tech-savvy individual with strong relationship building skills that is looking to help customers succeed
- A first experience in a Sales and/or Customer Success Management position is required
- Excellent verbal and written communication skills
- Ability to work from the New York office, hybrid work environment
- 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
What the job involves
- Customer Success is at the heart of Aircall
- You will play a major part in supporting our rapidly growing client base to ensure they help their businesses grow with Aircall
- Oversee a pool of customers in Zendesk and drive them to successful value realisation
- 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' utilisation 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 utilise 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
- You will work 40 hours per week Monday-Friday in this role
Our take
Call centres have been a mainstay of sales teams for decades, with the human touch delivering an impression conversion rate of about 30% for inbound calls. However analogue call centres are physical infrastructure-heavy and unable to take advantage of the flexibility afforded by remote and hybrid ways of work. Aircall exists to change that, providing a cloud-based call centre infrastructure that allows sales teams to work from their home offices.
Aircall isn't the only company in this space, and it faces heavy competition from Cloudtalk, another cloud-based call centre solution. However Aircall stands out in the market by its use of open APIs and webhooks, making integration with existing productivity and helpdesk tools much easier, and its superior call quality. Aircall has developed a significant customer base with these strengths, with over 20,000 companies using its platform.
The company has raised significant funding in recent years, highlighting the confidence investors have in their offering. With a rapidly expanding presence in the US, European, UK and Australian markets and the recent addition of AI voice agents to handle business calls 24/7, Aircall is clearly set on innovating at scale.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$120m
SERIES D
May 2020
$65m
SERIES C
Total funding: $225.6m
Company HQ
NoMad, New York, NY
Leadership
Scott Chancellor
(CEO)Prior to joining Aircall as CEO in 2023, Scott was CEO of Humu and Chief Product/Technology Officer at Apptio. He also spent 7 years at Amazon Web Services as a Director and General Manager of AWS Insights.
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