Implementation Specialist, APAC Market - Sydney at Aircall

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, TelecommunicationsIndustries

Requirements

Native or bilingual proficiency in English
1+ year experience in Customer Success, Onboarding, Account Management, or similar client-facing roles
Comfortable onboarding customers on a SaaS product; tech curiosity is a big plus
Strong problem-solving skills and a solutions-oriented mindset
Excellent written and verbal communication skills
Experience working in a fast-paced, customer-centric environment
Passionate about delivering outstanding customer experiences

Responsibilities

Manage the onboarding process for a portfolio of new customers across APAC
Collaborate with Sales to gather the right context and ensure a smooth transition into onboarding
Understand each customer’s business needs to implement tailored solutions
Conduct product training and setup sessions to ensure customers are confident using Aircall
Handle onboarding tasks such as account configuration, integrations, and testing of the telephony setup
Proactively communicate with customers to drive adoption and early value
Identify and escalate any technical challenges in collaboration with Support and Product
Collect and share customer feedback to help improve the onboarding experience
Continuously improve internal processes and documentation to scale implementation excellence

Skills

Key technologies and capabilities for this role

Customer OnboardingCRM IntegrationsTelephony SetupAccount ConfigurationProduct TrainingCustomer CommunicationSales Collaboration

Questions & Answers

Common questions about this position

What experience is required for the Implementation Specialist role?

Candidates need 1+ year experience in Customer Success, Onboarding, Account Management, or similar client-facing roles, along with native or bilingual proficiency in English, strong problem-solving skills, excellent communication skills, and experience in a fast-paced, customer-centric environment.

Is this role remote or based in Sydney?

The role is based in Sydney, as it specifies joining the team in Sydney to manage onboarding for the APAC market.

What is the company culture like at Aircall?

Aircall values customer obsession, continuous learning, open collaboration, taking ownership, and making smart decisions with speed; they thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, and seek bold, ambitious, collaborative, and customer-centric people.

What is the salary or compensation for this position?

This information is not specified in the job description.

What makes a strong candidate for this Implementation Specialist role?

Strong candidates have 1+ years in client-facing roles like Customer Success or Onboarding, SaaS experience, tech curiosity, problem-solving skills, excellent communication, and a passion for customer experiences in a fast-paced environment.

Aircall

Cloud-based phone system for businesses

About Aircall

Aircall provides a cloud-based phone system that helps businesses manage their voice communications effectively. The platform includes features such as call monitoring, call routing, and the ability to sync data with other business tools like Customer Relationship Management (CRM) systems and helpdesks. It is designed for small to medium-sized businesses (SMBs) and enterprises that need a scalable solution for handling a high volume of calls. Aircall operates on a subscription-based model, where clients pay a recurring fee based on the number of users and features they need. This model allows for continuous updates and support. Additionally, Aircall has an app marketplace where third-party developers can create integrations, enhancing the platform's functionality and providing extra revenue opportunities. The goal of Aircall is to streamline communication for businesses and improve their operational efficiency.

New York City, New YorkHeadquarters

2014Year Founded

$219.4MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Food Allowance

Snacks & Drinks

Medical Insurance

Competitive Salary

Flexible remote policy

Retirement Savings Plan

Outings & Events

Fitness Fund

Commuter Benefits

Referral Bonus

Risks

Emerging AI-driven platforms may surpass Aircall's current feature set, threatening market share.

Economic downturns could reduce SMB spending on communication tools, impacting revenue.

Privacy regulations in the EU may increase compliance costs for Aircall.

Differentiation

Aircall offers seamless integration with CRM and helpdesk tools for efficient communication.

The platform supports multilingual capabilities, enhancing global reach and customer service.

Aircall's subscription model provides steady revenue and continuous updates for users.

Upsides

Growing demand for AI-driven customer service solutions aligns with Aircall's offerings.

The rise of remote work increases the need for cloud-based communication tools like Aircall.

Projected growth in cloud telephony services presents expansion opportunities for Aircall.

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