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Strategic Customer Success Manager

Austin, US

About Dialpad

Ai that means business

Dialpad pioneered the first Ai-powered customer communications platform that now serves as the secure foundation for all Dialpad products. By bringing all conversations together in one place, businesses of all sizes in any industry can instantly unlock the power of Ai to unite people, automate tasks, streamline workflows, collect data-driven insights, and turn conversations into opportunities that drive growth. Supported by notable investors like Andreessen Horowitz, Google Ventures, and ICONIQ, Dialpad is a dynamic force in AI technology with a rapidly expanding presence. Visit dialpad.com to learn more.

About the team

Dialpad’s Customer Success team plays an essential role in assisting our customers through their entire Dialpad journey—from start to finish. This team partners with cross-functional teams such as Sales, Support, Professional Services, and Product, to ensure our customers achieve measurable value from their investment in Dialpad products, leading to success, retention, and renewal. 

Your role

As a Strategic CSM, you'll help businesses solve complex communications problems felt by everyone around the world by leading all post-sales activities for Dialpad customers. You’ll improve customer outcomes through strong relationship-building, product knowledge, planning, and execution for our largest customer base. In tight collaboration with our Sales, Support, Professional Services, and Product teams you'll work three times per week out of our downtown Austin, TX office. Remote candidates will not be considered.

What you’ll do 

  • 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 Quarterly or Semi-Annual 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.

Skills you’ll bring

  • 5+ years of relevant Customer Success experience working at a SaaS company
  • Experience and comfort interacting with, building enduring relationships with, and influencing C-level executives.
  • Expertise working with Enterprise customers and an understanding of their unique qualities..
  • Strong presentation, meeting facilitation, oral, and written communication skills.
  • Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately.
  • Ability to work cross departmentally.
  • Ability to lead, manage, and influence both internal and customer resources to achieve positive outcomes.
  • Strong analytical and problem-solving skills. 
  • Willingness to travel to customer locations.

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 pro. Picking up new technology skills excites you, and even though you might not yet be an expert on modern, cloud based communications and real time AI platforms, the idea of mastering this knowledge at Dialpad gets you fired up. You are a seasoned veteran when it comes to Customer Success, and you are obsessed with customer happiness.

Benefits and perks

Benefits, time-off, and 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, and we reimburse for gym membership costs, a variety of wellness events, and more.

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

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
Teamwork makes the dream work, and Dialpad offers competitive salaries because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life. 

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

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.

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