Job Description
Program Manager, Customer Programs
REMOTE NA /
CUSTOMER EXPERIENCE – 12004 – SUCCESS /
FULL TIME
/ REMOTE
Aircall is a place where voices are valued.
Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 14,000+ customers (and growing) to make authentic, human connections.
Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, Sydney, Madrid, London, Berlin, Tel Aviv, or at home – everyone has a voice that is valued.
Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk.
About the role:
The Program Manager, Customer Programs is a part of Aircall’s Customer Operations team, and focuses on enabling our digital-led customer engagement strategy. This is an exciting opportunity to play a critical role in one of Aircall’s top priorities: driving internal efficiencies while protecting the customer experience. You will play a key part in elevating Aircall’s customer journey with a digital-led approach. Your contributions will help drive customer stickiness and engagement at scale, leveraging digital-first engagement methods (one-to-many playbooks, emails, surveys, in-app messaging, etc).
What you’ll do:
- Responsible for driving platform adoption and value realization through the automation of digital customer engagement throughout the customer journey
- Create data-driven methods for targeting customer segments considering journey stage, segment, and persona
- Manage the Totango build and implementation of the onboarding and digital enablement programs, including rule creation, report creation, data testing, journey creation and analytics
- Work closely with the Customer Education, Product Marketing and Customer Marketing teams to build customer enablement programs based on available insights and product analytics triggers
- Provide regular updates on the efficacy of the digital success programs, recommending and leading changes in partnership with CO leadership
- Architect content flows through Totango and iterate in short cycles based on user feedback
- Develop, deliver, and measure the success of adoption campaigns, collaborating with regional CO leaders and Customer Marketing
- Iterate on content flows based on increasingly available product analytics data, continuing to improve the customer experience and the effectiveness of the digital enablement
- Collaborate cross-functionally to ensure the customer programs work synergistically with other customer touch-points from other Aircall teams like Customer Marketing, Product Marketing, and Enablement
- Document all processes and update as needed
- Document and share product feedback based on gaps in customer’s ability to be self-sufficient
- Develop playbooks based on customer risk indicators (such as adoption, and engagement)
What you’ll bring:
- 4 years of more relevant experience in B2B or B2C software / SaaS
- Project management mindset and experience managing programs requiring cross-functional collaboration
- Ability to juggle multiple initiatives and effectively prioritize based on impact
- Demonstrated progressive hands-on experience with Totango or relevant digital engagement platform
- Experienced administrator of Totango or CRM software (Salesforce preferred)
- Demonstrated progressive digital or content marketing experience and understanding of relevant metrics and KPIs (i.e., click-through, engagement, etc.)
- Deep empathy for our audience of small business sales and support leaders
- Excellent written and verbal communication skills
- Analytical mindset with ability to translate data into actionable insights