Senior Customer Success Manager, Dialpad
Mid-Market
$70.8-141.9k
AI-powered cloud communications platform
Job no longer available
AI-powered cloud communications platform
1001+ employees
Job no longer available
$70.8-141.9k
1001+ employees
Company mission
To completely transform the way the world works together.
Role
Who you are
- First and foremost, you love working with customers and helping them realize value by achieving (or exceeding!) their goals
- You know how to communicate clearly, use data to your advantage, and organize your time like a boss
- Picking up new technology skills excites you, and even though you might not know much about cloud telephony right now, the idea of learning the ins and outs of Dialpad gets you pumped
- You are a seasoned vet when it comes to Customer Success, and you geek out on exchanging best practices and tips with your team
- Minimum 3-4 years experience working at a SaaS company
- Experience working with and general knowledge of Telecommunications and Contact Center space
- Experience and comfort interacting with and influencing C-level executives
- 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
What the job involves
- 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 common goals, identifying growth or risk opportunities, and communicating 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
- In your first 30 days:
- Attend BaseCamp, our Revenue Org onboarding program, where you’ll learn all about our company, product, internal systems, and CS approach
- Work closely with your manager and teammates to get up to speed on all things CS: processes, tool set, customer base, etc
- Get to know cross-functional partners that we work with most frequently, like Sales, Professional Services, Product, Support, and AR
- Head into month 2 with a solid grasp of where to go to find the right answers to customer questions
- In your first 60 days:
- Familiarize yourself with your book of business using qualitative and quantitative data and begin getting introduced to your customers by your teammates
- Establish a regular cadence with your customers to stay aligned on business goals, product updates, etc
- Manage upcoming renewals and forecast renewals for the next quarter to ensure predictability for the business
- Dig into the product more and more as you receive specific questions from your customers - this is when everything really starts to click!
- By 90 days:
- Start conducting Business Reviews with customers to demonstrate value, get to know key stakeholders, and identify growth opportunities
- Lean into your role as the “voice of the customer” within Dialpad by funneling feedback from your customers to Product and others
- Oversee your customers’ adoption, training, and development of best practices to continually drive incremental value and ROI
- Manage 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
Our take
Dialpad offers an AI-driven cloud communications platform for business teams. It was founded to streamline communications across entire businesses with a fast set-up and hassle-free deployment.
As well as hosting in-house video, meet and text communications with automated note taking and transcription, the platform also features AI-powered customer service, sales and voice intelligence insights. Dialpad has impressed customers such as Asana, Stripe, TED and Uber with its smooth integration capabilities with co-working platforms like Slack, Google Workspace, Salesforce CRM and Microsoft Teams.
The Unicorn company's funding has been heavily invested in the continued R&D of AI technologies, delivering numerous industry-first features. Dialpad has also expanded globally, opening offices in Europe and Asia and extending its global footprint via additional investments internationally.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Dec 2022
$50m
LATE VC
Dec 2021
$170m
LATE VC
Total funding: $450m
Company benefits
- Company stock options
- Continued education stipend
- Cell phone, home internet, and gym membership stipend
- Work from home opportunities
- 100% paid medical, dental, and vision plan
- Catered lunches, free snacks & drinks
Company HQ
San Ramon, CA
Leadership
Craig Walker
(Founder & CEO)Having studied Law at UCB, Craig worked as an Attorney for Brobeck Phleger & Harrison, before moving to General Counsel at TeleSoft Partners. He spent almost 4 years at Google Ventures before founding Dialpad in January 2011.
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