January 29, 2024
$60K - $110K USD *

Program Manager, Customer Programs

About the job:


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 

Key traits we look for:

You are coachable, you are resilient, you are solution oriented coming to the table with great ideas, and you find the fun in a good challenge! 

We will invest in you, as you invest in us. We believe that owning your growth and owning your success starts with you, but it's up to us to help provide the platform for learning, growing and building your career!

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 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 & 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, internet, 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.

$60K - $110K USD/Year *

Company Benefits

* Compensation was calculated as an average of similar positions and is not guaranteed.
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