About Dialpad
Work Beautifully
Dialpad is the leading Ai-Powered Customer Intelligence Platform that is transforming how the world works together. Based on 4 billion minutes of analyzed voice and meetings data and growing, we have designed one, beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. More than 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. With initial funding and leadership from Google and leading venture capitalists such as ICONIQ and Andreessen Horowitz, Dialpad has over $200M in ARR and is one of the fastest growing Ai companies in the world.
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About the team
Instrumental in the success and retention of Dialpad customers, our Customer Success and Professional Services teams are the backbone of our company. Using your problem-solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!)
Your Role
As a Customer Success Manager, you’ll own hybrid roles; be responsible for Mid-Market customers while delivering creative, scalable resources to our large customer community. You’ll work closely with the global Customer Success team to enable customers to achieve their business objectives and accelerate the value realization of the Dialpad Ai platform. You’ll also help create content and processes that streamline customer lifecycle engagement for a large customer segment.You’ll accomplish these through mutual accountability, strategic engagement, and expert guidance.
This position reports to our Senior Manager, Customer Success APAC, and has the opportunity to be based in our Tokyo Office.
What you’ll do
- Lead post-sales activities for Dialpad’s Mid-Market 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 to align common goals, identify growth or risk opportunities, and communicate 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
- Conduct weekly admin webinars and onboardings and keep them up-to-date with our innovative product updates
- Create web-based technical documents and video-on-demand resources to streamline customer lifecycle engagement
Skills you’ll bring
- Minimum 2-3 years experience working at a SaaS company
- Experience working with and general knowledge of Telecommunications and Contact Center space
- Experience creating web-based technical documents and video resources
- Strong presentation, meeting facilitation, and written communication skills
- 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
- Ability to work cross-departmentally
- Must have the ability to lead, manage or influence both internal and customer resources to achieve positive outcomes
- Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness
- Willingness to travel to customer locations
Dialpad Benefits and Perks
EQUITY, BALANCE, AND BELONGING
At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.
CULTURE
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.
COMPENSATION & EQUITY
Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.
BENEFITS, TIME-OFF & WELLNESS
An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, home office equipment, gym membership costs, a variety of wellness events, and more!
CONTINUING EDUCATION
Dialpad offers a yearly stipend for continued learning and education expenses.
Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.