Job Description

You'll lead the technical onboarding for new customers - configuring integrations, enabling features, and guiding them to first value with confidence and clarity. Your goal: fast, frictionless activation and a confident go-live experience that sets the foundation for long-term success.

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1. Own Customer Activation

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You'll lead the technical onboarding for new customers - configuring integrations, enabling features, and guiding them to first value with confidence and clarity. Your goal: fast, frictionless activation and a confident go-live experience that sets the foundation for long-term success.

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2. Drive Adoption and Growth

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Beyond launch, you'll help customers unlock the full potential of Aircall. You'll monitor product usage, identify adoption opportunities, and host enablement sessions or office hours to deepen engagement. You'll ensure customers understand - and use - the capabilities that make a real impact, including our AI-driven features. This might require supporting our customers in building or owning the implementation of advanced services with low-code solutions or scripts on the basis of a professional services catalog.

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3. Manage Renewals and Value Realization

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In close partnership with Account Managers, you'll bring a technical lens to the renewal process. You'll validate system health, ensure adoption goals are met, and demonstrate ROI through transparent value metrics. Your partnership helps ensure customers renew confidently, knowing Aircall powers measurable outcomes.

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4.



Lead Add-On Activations

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When customers purchase new modules - such as AI Assist Pro or advanced analytics - you'll oversee the setup and activation, ensuring features are properly configured, adopted, and delivering value from day one.

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5. Proactively Monitor and Support Your Portfolio

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Each week, you'll review customer health signals, product telemetry, and usage trends. You'll reach out before issues arise — to coach, consult, and prevent risk — ensuring every customer feels guided, not reactive.

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6. Manage Customer Escalations

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When critical or tactical issues surface, you'll act as the project manager - coordinating Support, Product, and Engineering to ensure a fast, transparent resolution. You'll handle a handful of structured escalations each quarter and use those moments to strengthen trust and process maturity.

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7. Collaborate Across the Business

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You'll partner daily with Account Managers, Support, and Solutions Engineers to deliver a seamless customer journey. Your insights will feed product improvements, influence roadmaps, and help shape how Aircall scales customer value.

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📍 New South Wales