About the team
Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company. The CS organization is responsible for delivering the absolute highest levels of satisfaction and success in the deployment and overall customer journey phases. 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!)
What you’ll do

Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
Act as the voice of the customer within Dialpad. As the owner of the customer relationship, the Customer Success Advocate is expected to work cross-functionally with Sales, Marketing, Product, Engineering and Data Science to ensure consistent and strong customer message is embedded in everything we do.
Develop a positive, trusted relationship with your customers by providing value throughout the customer partnership.
Retain long-term partnerships with customers by independently renewing successful customers.
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 by documenting open issues, facilitating regular status meetings and working cross-functionally to resolution.
Track accounts to identify churn risks and work proactively to mitigate those risks.

Skills you’ll bring

1-5 years of experience in Customer Success
Real passion for providing top-notch account management
Strong written communication skills
Excellent time management and organizational skills with the ability to track numerous details
Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients

Who you are

Able to work US core hours 8am - 5pm Pacific Time
Positive team player who embraces a team-first attitude and contributes to overall team success
You enjoy tackling complex customer challenges and finding creative solutions
Able to adapt quickly to an ever changing environment
Process oriented - able to develop functional processes and adapt them quickly to meet changing demands
Able to establish rapport and gain situational awareness quickly in single touch interactions with customers
Experience with telecommunication or SaaS providers required

Benefits
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 rates because each and every Dialer participates in our success.