Dialpad is the most modern business communications company in the industry.  Our products range from conferencing 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. We not only build products to enable the everywhere worker, but we also are everywhere workers.  With offices in San Francisco, San Ramon, Austin, Raleigh, Vancouver, Waterloo, Tokyo, London 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 $120 million in funding from ICONIQ Capital, Google Ventures, Andreessen Horowitz, Scale Ventures and other top VC’s 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 Onboarding Team Lead at Dialpad leads the team that helps new and prospective customers experience the power of our products. This role is ultimately responsible for making sure new customers successfully set up a new account by configuring their settings and becoming comfortable with our apps and knowing where to find support. This is a perfect role for someone with customer support experience and capable of teaching others. As the team lead, not only will you interact with customers first hand, you will also be responsible for coaching new team members, communicating with internal teams, and bringing feedback to the product onboarding team to drive continuous improvements to the onboarding experience.

Responsibilities

  • New customer onboarding
    • Proactive reach out to new customers.   Provide warm welcome, answer questions, and help them get started.  
    • Assist customers with configuring their software, including setting business hours, downloading the app, and placing / receiving calls and texts.
    • Communicate through live chat, email, and phone as a helpful resource for any product questions.
    • Schedule conference calls with new customers that need hands-on guidance getting up to speed with our settings portal, desktop and mobile apps.
    • Reach out to new customers that have not engaged and completed initial onboarding steps to using Dialpad.
  • Customer Relationship Management
    • 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.
    • 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 for new customers, the onboarding team  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. 
    • Help to identify team capacity and assist in hiring
    • Train new team members on process and provide role expectations
    • Identify and communicate gaps in onboarding or support material to help create a better end-user experience
    • Identify key customer advocates that can support marketing efforts through case studies, speaking opportunities, references, etc. 
    • Partner closely with our Sales teams to transition accounts from sales to implementation/onboarding.
    • Work within systems used by Customer Success including Salesforce, DOMO, Zendesk, Intercom, and GSuite. 

Requirements

  • Great people skills and ability to build rapport
  • 2-3 years of experience in Customer Success, Sales, Support, or customer-facing roles
  • Strong verbal and written communication skills
  • Eagerness to become a product expert
  • Excellent time management and organizational skills with a keen eye for detail

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 our success. 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.

Office Meals

Bon Appetit! Enjoy catered lunches, free snacks & drinks (both healthy and unhealthy - no judgment!)

Location, Location, Location

San Francisco <> San Ramon <> Austin <> Raleigh <> Vancouver <> Kitchener <> Tokyo <> New York <> Bangalore <> London. 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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