About the role
At Aircall, the company specializes in AI-powered customer communication solutions, serving over 22,000 clients worldwide. The team focuses on integrating voice, SMS, WhatsApp, and AI into a unified platform to enhance customer interactions. The Manager of Customer Engineering oversees a regional team responsible for onboarding, technical setup, and customer adoption, ensuring a smooth experience from start to finish. This role demands strong leadership, technical expertise, and operational discipline.
Daily responsibilities include managing and developing a team of Customer Engineers, coordinating with partners, and ensuring high-quality onboarding and activation processes. The manager also drives customer health and revenue retention by proactively addressing risks and supporting renewal efforts. They champion AI features, oversee scaled education initiatives, and collaborate across departments to align strategies and improve workflows.
Candidates should possess leadership skills, technical knowledge in customer onboarding, and experience with project management. The role involves joining customer calls, managing escalations, and using data to optimize operations. Work is primarily remote, with the opportunity to influence customer success and product adoption through hands-on leadership and strategic collaboration.