Reseller Success Manager (NYC or Remote)

New York

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Aircall is on a mission to revolutionize the business phone industry! We exist to empower every professional to have richer conversations. We provide an entirely cloud-based voice solution, which seamlessly integrates with popular productivity and helpdesk tools. We have raised more than $220 million since 2015, and our base of 8000+ customers (and growing) is at our forefront. Behind our product are the amazing teams driving it, split between Paris, New York, Sydney, Madrid, London, Berlin and remote locations. Despite our distance, we all work together to drive our product!
About the Role
As the #1 source of new customers and a key customer happiness driver, Partnerships are critical at Aircall. Launched in Q4 2020, our telco carrier reseller program is Aircall’s newest revenue stream and is one of the key components of Aircall’s growth strategy. Aircall has built a fully-white-labeled version of our core product that is distributed by one of the largest telecommunications providers in the US, and is expected to contribute to a significant percentage of company revenue over the next few years.
In the Reseller Success Manager role, you will be owning the post-sale experience for both our partners and our shared customers. You will be the main point of contact at Aircall for reseller customers, and will be in charge of Customer and Reseller success, as well as a key contributor to post-sales Reseller Operations (billing integration, support processes, support resources and enablement, product roadmap, etc).

What you'll do:

  • Own Customer Success for reseller customers
  • Manage customer relationships with the growing customer base of our reseller partnerships, helping them solve their business challenges with Aircall.
  • Learn and maintain a deep expertise of Aircall to provide ongoing value and deliver solutions to our reseller customers.
  • Drive customer customer happiness and retention, and identify expansion, up-sell, and cross-sell opportunities.

  • Own Reseller Success
  • Work directly with key stakeholders at our Reseller partners to ensure their success in the partnership, as well as the success of their customers on the platform.
  • Assist reseller partners in their Customer Success efforts.
  • Partner with different teams at Aircall to solve for the customer and the partner across the entire customer journey.

  • Be a key player of post-sale Reseller operations
  • Own the post-sale content and enablement strategy on topics such as customer-facing knowledge base, self-help resources for customer onboarding, and overall customer enablement.
  • Be a key stakeholder alongside Partner Operations to build a world-class infrastructure for Reseller operations, with a special focus on customer and reseller-facing operations including customer support processes, billing operations, compliance, privacy and security, and contribute to the long-term strategy for reseller partnerships.

What you'll bring:

  • Experience: 3 years or more of experience in SaaS Partnerships Success, Customer Success, Account Management or Partnerships, and a demonstrated track record of managing complex relationships and driving customer happiness. Direct experience working with customers in a reseller environment would be a big plus.
  • Consultative problem-solver: you’re not afraid of getting your hands dirty and have an execution-first mindset. You find creative solutions to overcome obstacles across multiple teams and companies. You are willing to jump in and fill gaps where needed. You’re not afraid of the tough conversations.
  • Clear and precise communication: you pride yourself in representing Aircall and communicating business and technical information to a wide variety of audiences both internally and externally. You’re able to translate ideas into concrete customer enablement and self-help assets. Strong interpersonal skills, experience building strong relationships, and a passion for consistently providing a great customer experience.
  • Eye for organization: we are building reseller partnerships for scale at Aircall, and you are able to build process and add structure to everything you do to support the objectives of the business long-term.
  • Ambition, commitment, transparency, and a good sense of humor: the values we live by in Partnerships at Aircall!
We know that success comes from smart work and deserves to be recognized and rewarded.
We value people who are bold, ambitious, collaborative and customer-centric. We’re a global community growing together. 
If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.
Why join us?
🚀 Key moment to join Aircall in term of growth and opportunities💆‍♀️ Our people matter, work-life balance is important at Aircall📚 Fast-learning environment, entrepreneurial and strong team spirit🌍 35+ Nationalities: cosmopolite & multi-cultural mindset💵 Competitive salary package & equity🏨Medical, dental, and vision insurance is 100% covered📈 401k plan with company matching!✈️ Unlimited PTO — take the time you need to come to work feeling great!⭐️ Wellness, commuter and childcare reimbursements💚 Generous parental leave policy
DE&I Statement:At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall journey. We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providing equal opportunities to develop and thrive. We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open because we realize that we have work to do and much to learn.
Job region(s): North America
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