Customer Education Manager - Paris, France - Aircall

Aircall

Entreprise vérifiée

Paris, France

il y a 1 semaine

Posté par:

Sophie Dupont

beBee Recruiter

Description

PARIS /

CUSTOMER EXPERIENCE SUPPORT OPS /

FULL TIME

/ HYBRID

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 this role:

We are looking for a seasoned and hands-on Customer Education leader to oversee the delivery of a world-class customer education strategy that delights customers and scales efficiently as Aircall grows.

As the global Customer Education leader, you will be responsible for establishing Aircall's customer education strategy, partnering with colleagues in Customer Marketing, Customer Success and Support.- The goal is to provide a centralized set of learning and training resources that allows customers with different needs to easily access the materials appropriate for them.

This position is highly visible and requires someone with strong communication skills, the ability to prioritize, plan and direct the department.

You will be a core member of our global Customer Operations team and report to the Chief Customer Officer.

Set the strategy and oversee the performance and execution of the customer education function, establishing benchmarks and best practices.
Develop training resources and learning paths that allow customers and partners to successfully and effectively utilize the Aircall platform to achieve their objectives. Goals should include driving retention, advocacy, adoption and satisfaction. Be hands on and personally contribute if necessary.
Collaborate with internal teams to evaluate and select possible LMS solutions and other tools that meet the needs of a broad set of Aircall uses. Further, partner with our employee education team to efficiently share content.
In the longer term, evaluate possible feebased training solutions or certification programs.
Consistently evolve the customer education strategy in ways that improve customer experience or internal efficiency.
Be responsible for hiring, development, training and skills management of team members that may include individual contributors across multiple regions.
Challenge the status quo and relentlessly pursue opportunities to improve the customer experience and improve operational efficiency.
Assist in budgeting, forecasting and capacity planning.

A little more about you:

Demonstrated experience leading a customer education team and are very familiar with adult learning theories, onetomany education strategies and elearning.
You have advanced proficiency with customer education technologies and tools, particularly in a SaaS environment.
You can establish the customer education roadmap, continuously building and adding learning paths for new and existing customers.
You have experience designing educational strategies that support a tech or low touch customer success engagement model.
You have a perspective on how to leverage AI to build out customer content.
You are excited about navigating the complexities of a rapidly growing company operating in and entering new markets around the world.
You are a strategic thinker, able to come up with out of the box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics.
You have a proven track record of exceeding goals and achieving growth and success.
You are very analytical and you are comfortable running a datadriven organization.
You are exceptional at attracting, hiring, coaching and retaining talent globally.
You have experience in being a trusted and respected leader with a reputation for fairness, dependability and adherence to high ethical standards.
You are a creative problem solver and are able to identify obstacles and viable solutions.
You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership.
You have exceptional communication and presentation skills, both oral and written.

LI-KB1- Aircall is constantly moving forward.

We're building new roads to complete our journey, and we're taking people with us who have the same builder mentality.

Let's grow together:

Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.

We're creating a place where great people trust one another and thrive together.

People flourish at Aircall and now is the time to be part of the team and the journey we're on.

Why join us?
Key moment to join Airca