Aircall
13009 - Onboarding
ScaleCustomerEngineerAPAC
“Scale Customer Engineer - APAC at Aircall. Skills: Customer onboarding, Customer Success, Technical enablement, SaaS. Ensure Aircall’s long-tail and SMB/Core customers onboard successfully, adopt the product quickly, and stay healthy through proactive and reactive engagement.. Lead Webinar-Led Onboarding: Host recurring sessions for groups of customers to help them configure Aircall, explore key features, and get live as quickly as possible.”
What You'll Achieve.
Drive revenue; Resolve issues faster; Scale customer-facing teams; Help teams work smarter, not harder; Onboard successfully; Adopt the product quickly; Stay healthy through proactive and reactive engagement; Get live as quickly as possible; Identify customers who are stalling and proactively reach out with practical solutions.; Help them interpret product workflows for their customers.; Bring structure and calm to sensitive customer issues by aligning Support, Product, and AMs until a resolution is reached.; Share front-line insights to improve our onboarding playbooks, help articles, and automated customer journeys; Measure the success of your onboarding efforts.; Understand the link between great onboarding and long-term renewal.; Spot a risk early and flag it to the right people.; Make the customer experience seamless.
Industry & Context.
Resolve issues faster; Unblock customers on specific setup hurdles or best-practice questions.
What They're Looking For.
Must Have
1–3 years or more in a customer-facing SaaS role such as Onboarding, Customer Success, Support, Solution Engineering or Implementation., Experience interacting with customers regularly — through scheduled meetings, training sessions, webinars, or support conversations., Comfortable managing multiple customers using structured playbooks and clear processes., Confident presenting and facilitating sessions over video in a professional, engaging way., Familiar with day-to-day tools such as CRM systems, ticketing tools, customer success platforms, and virtual meeting tools.
Nice to Have
Experience with API Integration and Webhooks a bonus., Motivated by helping customers adopt technology successfully and eager to grow skills in scaled customer success and technical enablement.
What You'll Do.
Ensure Aircall’s long-tail and SMB/Core customers onboard successfully
adopt the product quickly
and stay healthy through proactive and reactive engagement.
Lead Webinar-Led Onboarding: Host recurring sessions for groups of customers to help them configure Aircall
and get live as quickly as possible.
Provide Reactive 1: 1 Support: Jump into ad-hoc calls to unblock customers on specific setup hurdles or best-practice questions.
Monitor Portfolio Health: Use usage signals and health dashboards to identify customers who are stalling and proactively reach out with practical solutions.
Support the AM Team: Act as the first line of technical clarity for Account Managers
helping them interpret product workflows for their customers.
Coordinate Escalations: Bring structure and calm to sensitive customer issues by aligning Support
and AMs until a resolution is reached.
Refine the Scaled Motion: Share front-line insights to improve our onboarding playbooks
and automated customer journeys
How You'll Work.
Team & Collaboration
Support the AM Team; Coordinate Escalations: Bring structure and calm to sensitive customer issues by aligning Support, Product, and AMs until a resolution is reached.; Collaborative Spirit: You are a positive, constructive partner who works across departments to make the customer experience seamless.
Communication Scope
Explain complex technical ideas simply; Presenting to a crowd of 20 or a single customer; Clear communicators; Confident presenting and facilitating sessions over video in a professional, engaging way.
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