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Client Success Strategist

2 months ago

Denver, Colorado, United States Dialpad Full time
Job Overview

About Dialpad

AI Solutions for Business

Dialpad has revolutionized customer communication with its pioneering AI-driven platform, which serves as a secure foundation for all its offerings. By consolidating conversations into a single interface, businesses across various sectors can harness the power of AI to connect individuals, automate processes, enhance workflows, gather insightful data, and transform dialogues into growth opportunities. Supported by esteemed investors such as Andreessen Horowitz, Google Ventures, and ICONIQ, Dialpad is a vibrant player in the AI technology landscape with a rapidly growing footprint.

About the Team

The Customer Success team at Dialpad is crucial in guiding our clients throughout their entire journey with our solutions. This team collaborates with various departments, including Sales, Support, and Product, to ensure that clients derive measurable value from their investment in Dialpad, leading to success, retention, and renewal.

Your Responsibilities

As a Customer Success Manager, you will act as a trusted advisor to your designated clients, enhancing the value our solutions provide to their organizations. Your responsibilities will include:

  • Leading all post-sales initiatives for Dialpad's clients through effective relationship management, comprehensive product knowledge, and strategic execution.
  • Establishing and overseeing client adoption, training, and the development of best practices to continually drive incremental value and maximize the return on their investment.
  • Conducting Business Reviews and status meetings aimed at aligning common objectives, identifying growth or risk opportunities, and communicating performance metrics and insights.
  • Maintaining an in-depth understanding of our solutions and discussing the most relevant features and functionalities tailored to each client's specific business needs.
  • Managing client escalations with urgency by documenting outstanding issues, facilitating regular status meetings, and collaborating cross-functionally to achieve resolutions.

Qualifications

  • At least 5 years of experience in a SaaS environment.
  • Familiarity with Telecommunications and Contact Center sectors is preferred.
  • Experience and comfort in engaging with and influencing C-level executives.
  • Strong skills in presentation, meeting facilitation, and written communication.
  • Excellent time management and organizational abilities, with a knack for tracking multiple details and prioritizing effectively.
  • A desire to thrive in a dynamic startup environment where your contributions are valued in shaping our offerings and client interactions.
  • Capability to work across departments.
  • Proven ability to lead, manage, or influence both internal and client resources to achieve favorable outcomes.
  • Strong analytical and problem-solving skills, with the ability to develop quick and accurate situational awareness.
  • Willingness to travel for client meetings and team gatherings.

Benefits and Perks

Health and Wellness

We offer flexible time off and excellent medical, dental, and vision plans for all employees. Additionally, employees receive a monthly stipend to help cover their cell phone and home internet bills, along with reimbursements for gym memberships and various wellness events.

Professional Growth

Dialpad provides reimbursement for professional development expenses, subject to an annual limit.

Company Culture

We have been recognized as a Top Workplace multiple times, thanks to our collaborative culture that uplifts our team members, celebrates achievements, and combines passion with talent.

Diversity and Inclusion

At Dialpad, we are committed to fostering a values-driven culture that embraces identity, inclusion, and belonging. We strive to create an environment where all employees can thrive and contribute to our mission.