Key Account Manager

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace.   Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.   Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines. At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.   How we work at Aircall: We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here. About the role:   We are looking for an engaged and passionate Key Account Manager for our top tier North America customers, based in our office in New York office. Why join us?   🚀 Key moment to join Aircall in terms of growth and opportunities 💆‍♀️ Our people matter, work-life balance is important at Aircall 📚 Fast-learning environment, entrepreneurial and strong team spirit 🌍 45+ Nationalities: cosmopolite & multi-cultural mindset 💵 Competitive salary package & benefits  🏨 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 journey.    We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by 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. Above all else, we understand and acknowledge that we have work to do and much to learn.   Want to know more about candidate privacy? Find our Candidate Privacy Notice here. country: US all locations: [New York Office] commitment: Permanent Full Time Employee department: Customer Experience location: New York Office team: 12004 - Success Key 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 your customers Help your customers manage the change that is involved in making new technologies successful Develop strong networks with your customers with multiple key decision makers and Aircall champions Handle contract renegotiations and mitigate risks Delve into and understand your customer's specificities (industry, locations, etc) Work closely with Solutions Engineers and partners to meet customer goals and identify business opportunities Work within our 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 our processes, best practices, and tools Gather customer product feedback to help shape and define the product roadmap Bring in new ideas to delight our customers Qualifications:: Outstanding written and verbal communication skills in English. And Spanish proficiency strongly preferred for this role. You have 5 or more years of experience and expertise in Customer Success or Account Management  You have a previous experience in the telecom industry or account management experience with Enterprise / SaaS solutions You are a strong communicator with excellent verbal and written communication skills You’re comfortable handling and structuring complex projects involving multiple decision makers (from C-level, VP, and Director-level contacts, to the end-users of the softwares) You’re comfortable with building and delivering data-driven recommendations  You have great presentation skills and the ability to explain technical concepts in an easy to understand and structured manner You have strong interpersonal skills, experience building strong relationships, and a passion for consistently providing a great customer experience You have a track record of meeting and exceeding account growth targets/KPIs on a consistent basis You’re confident in managing and completing tasks and issues in a fast-paced, international environment You have experience using Salesforce, CRMs and Google suite.