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Client Success Strategist

2 months ago

Denver, Colorado, United States Dialpad Full time
About Dialpad

Innovative AI Solutions

Dialpad has revolutionized the customer communication landscape with its cutting-edge AI-driven platform, which serves as a secure foundation for all Dialpad offerings. By consolidating all interactions in one location, businesses across various sectors can harness the power of AI to connect teams, automate processes, enhance workflows, gather insightful data, and transform conversations into growth opportunities. Backed by prominent investors such as Andreessen Horowitz, Google Ventures, and ICONIQ, Dialpad is a vibrant player in the AI technology arena with a rapidly growing footprint. Visit our website to discover more.

About the Team

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

Your Role

As a Client Success Strategist, you will act as a trusted consultant for your designated clients, enhancing the value our solutions provide to their organizations. Your responsibilities will include comprehending client needs, promoting product adoption and retention, and ensuring ongoing satisfaction.

Who You Are

You are passionate about engaging with clients and helping them achieve their objectives. With several years of experience in customer success, you are recognized for your exceptional communication skills, confidence in facilitating meetings, and ability to collaborate across functions. You are eager to learn new technological skills, and although you may not be familiar with cloud telephony, the prospect of mastering Dialpad excites you. You are dedicated to customer success and committed to delivering positive outcomes for both clients and the company.

This position reports to the Manager of Customer Success and offers the flexibility to be based in one of Dialpad's North American hubs.

What You'll Do
  • Oversee all post-sales activities for Dialpad's clients through effective relationship management, product expertise, strategic planning, and execution.
  • Establish and manage client adoption, training, and the development of best practices to continuously drive additional value and return on investment.
  • Conduct Business Reviews and status meetings aimed at aligning common objectives, identifying growth or risk opportunities, and sharing performance metrics and insights.
  • Maintain an in-depth understanding of our solutions and discuss the most relevant features and functionalities tailored to clients' specific business needs.
  • Address client escalations promptly by documenting outstanding issues, facilitating regular status updates, and collaborating cross-functionally to reach resolutions.
Skills You'll Bring
  • A minimum of 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 presentation, meeting facilitation, and written communication abilities.
  • Excellent time management and organizational skills, with the capability to track numerous details and prioritize effectively.
  • A desire to thrive in a dynamic startup environment where your contributions are valued in shaping our offerings and client interactions.
  • Ability to work collaboratively across departments.
  • Proven capability 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 events.
Dialpad Benefits and Perks

Benefits, Time-Off, and Wellness

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

Professional Development

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

Culture

We have been recognized as a Top Workplace multiple times, largely due to our collaborative culture that uplifts teammates, celebrates achievements, and merges passion with talent.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are committed to fostering a values-driven culture that promotes identity, inclusion, and belonging. As a global organization, we strive to create an environment where all employees can thrive and contribute to our world-class product.

Dialpad is an equal-opportunity employer, dedicated to creating an inclusive community free from discrimination or harassment.