Dialpad is the most modern business communications company in the industry.  Our products range from conference calling, to phone systems to contact center solutions that are all built with the end-user in mind.  We allow workers to be productive from anywhere on any device and have moved all the power of an on-premise phone system or contact center to the cloud to be accessed and used by modern workers in today’s Work from Anywhere environment.

Who We Are

At Dialpad, work isn’t a place you go, it's a thing you do. With offices in San Francisco, San Ramon, Austin, Raleigh, Vancouver, Waterloo, Tokyo, London, Sydney and Bangalore, we truly believe in finding the best talent everywhere. We also embrace the Work from Home movement and are just as happy hiring great talent from anywhere if they choose to work from home rather than in an office.

With over $220 million in funding from OMERS Growth Equity, ICONIQ Capital, GV, Andreessen Horowitz, Felicis Ventures, Work-Bench, Scale Ventures and other top VCs, Dialpad attracts top engineers from companies like Microsoft and Google, and every member of our team plays an essential role in creating dynamic products that enable workers to be productive from anywhere!

About the Role

A Customer Success Manager at Dialpad helps maintain high levels of satisfaction and engagement among our customer base. A CSM is ultimately responsible for making sure the clients in his/her portfolio are constantly realizing the value of their investment in Dialpad, driving product adoption, and  leading renewal, expansion, and advocacy activities. It’s a great opportunity for a SaaS Customer Success or Account Manager with 3 to 4 years of experience to help build out and grow with a dynamic start-up. 

Responsibilities

  • Customer Relationship Management
    • Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
    • Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.
    • Conduct Business Reviews and status calls with the intention of creating alignment of shared goals, identifying growth or risk opportunities,  and sharing performance metrics and insights. 
    • Maintain a deep understanding of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.
    • Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings and working cross-functionally to resolution.
  • Internal responsibilities
    • Act as the voice of the customer within Dialpad. As the owner of the customer relationship, the CSM is expected to work cross-functionally with Sales, Marketing, Product, Engineering and Data Science to ensure a consistent and strong customer message is embedded in everything we do. 
    • Identify key customer advocates that can support marketing efforts through case studies, speaking opportunities, references, etc. 
    • Partner closely with Professional Services and our Sales teams to transition accounts from sales to implementation/ onboarding to Customer Success.
    • Track accounts to identify churn risks and work proactively to mitigate those risks.
    • Work within systems used by Customer success including Salesforce, DOMO, Zendesk, Customer Success software, and GSuite. 

Requirements

  • 3 - 4 years of experience in Customer Success, Sales, Support/Service or customer facing roles
  • Strong presentation, meeting facilitation, and written communication skills
  • Willingness to travel to customer locations (when/if logistically possible post COVID-19)
  • Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately 
  • Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients
  • Native or professional level in Japanese

About Us 

Joining our team means collaborating with people that aren’t just passionate about their work but about Argentine tango, musicals, sushi burritos, comic books - you name it. Because if you’re going to redefine the status quo, you need a group of people hungry to do more, to see more, and be more than where they started.

There is no idea too crazy and no task too small — we work together to make things we’re proud of.

Compensation & Equity

Teamwork makes the dream work. We recognize that our dedicated team members are what make us successful. That’s why we offer competitive salaries in addition to stock options.

Healthcare

An apple a day keeps the doctor away - and it doesn’t hurt that we offer 100% paid medical, dental, and vision plans for all employees.

Reimbursements

We offer a monthly stipend to help cover your cell phone, home internet, and even gym membership costs.

Education

We believe in your future as much as you do! That's why we offer a yearly stipend for continued learning and education expenses.

Location, Location, Location

Sydney<>San Francisco <> San Ramon <> Austin <> Raleigh <> Vancouver <> Kitchener <> Tokyo <> New York <> Bangalore. From coast to coast, our offices are nestled in active and growing downtown areas

Dialpad is an equal opportunity employer; we believe in creating a community of inclusion and an environment free from discrimination or harassment.

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