Key Account Manager - NYC (or SF / Bellevue) at Aircall

San Francisco, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer ServiceIndustries

Requirements

Outstanding written and verbal communication skills in English (Spanish a big plus)
5 or more years of experience and expertise in Customer Success or Account Management
Previous experience in the telecom industry or account management with Enterprise/SaaS solutions
Strong communicator with excellent verbal and written communication skills
Comfortable handling and structuring complex projects involving multiple decision makers (C-level, VP, Director-level, to end-users)
Comfortable building and delivering data-driven recommendations
Great presentation skills and ability to explain technical concepts easily

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 customers
Help customers manage the change involved in making new technologies successful
Develop strong networks with customers, including multiple key decision makers and Aircall champions
Handle contract renegotiations and mitigate risks
Delve into and understand customer's specificities (industry, locations, etc.)
Work closely with Solutions Engineers and partners to meet customer goals and identify business opportunities
Work within the 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 processes, best practices, and tools
Gather customer product feedback to help shape and define the product roadmap
Bring in new ideas to delight customers

Skills

Key technologies and capabilities for this role

Account ManagementCustomer SuccessRelationship BuildingCRMSalesforceNetworkingMidmarketCustomer Communications

Questions & Answers

Common questions about this position

What is the work location for this Key Account Manager role?

The role is based in the New York, San Francisco, or Bellevue (Seattle) office.

What are the key responsibilities of this position?

Responsibilities include managing a portfolio of 25-35 Key (VIP) accounts in NA, ensuring customer growth, adoption, satisfaction and retention, proactively monitoring account activity, handling contract renegotiations, and driving the segment’s strategy for NA.

What skills are needed for the Key Account Manager role?

The role requires being tech-savvy with strong relationship building and networking skills.

What is the company culture like at Aircall?

Aircall values customer obsession, continuous learning, delivering extraordinary outcomes, open collaboration, taking ownership, and making smart decisions with speed and precision in a fast-paced, team-driven environment where curiosity, trust, and impact matter.

What makes a strong candidate for this Key Account Manager position?

A strong candidate is an engaged and passionate individual who is tech-savvy, excels at relationship building and networking, and is eager to help top-tier North America customers succeed 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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