Customer Success Manager, Enterprise Accounts at Dialpad

Denver, Colorado, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Technology, CommunicationsIndustries

Requirements

8+ years of relevant experience working at a SaaS company
Experience working with and general knowledge of Telecommunications and Contact Center space (UcaaS/CcaaS)
Experience and comfort interacting with and influencing C-level executives
Referenceable experience in working with large Enterprise customers
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

Responsibilities

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

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementRelationship BuildingProduct AdoptionCustomer TrainingBest PracticesRenewal ManagementRetentionSales CollaborationProduct Knowledge

Questions & Answers

Common questions about this position

What experience level is required for this Customer Success Manager role?

The role requires 8+ years of relevant experience working at a SaaS company, along with experience in Telecommunications and Contact Center space (UcaaS/CcaaS), interacting with C-level executives, and working with large Enterprise customers.

Where is this position based?

This position has the opportunity to be based in either our Austin, TX or Denver, CO Office.

What are the key skills needed for this role?

Key skills include strong presentation, meeting facilitation, and written communication skills, as well as excellent time management.

What is the company culture like at Dialpad?

Dialpad has a collaborative team environment focused on making customers successful, with employees who are Scrappy, Curious, Optimistic, Persistent, and Empathetic, thriving on continuous evolution using industry-leading AI.

What makes a strong candidate for this Customer Success Manager position?

A strong candidate will have referenceable experience with large Enterprise customers, comfort influencing C-level executives, and the ability to drive customer adoption and value through relationship-building and execution.

Dialpad

AI platform for customer engagement and collaboration

About Dialpad

Dialpad offers an AI-powered platform designed to enhance customer engagement, sales, and team collaboration. Its key features include real-time transcription of conversations, sentiment analysis to gauge the mood of discussions, live coaching for sales representatives, and predictive customer satisfaction (CSAT) scores to forecast client satisfaction. This platform serves a diverse clientele, from small businesses to large corporations, and operates on a subscription-based model. Dialpad distinguishes itself from competitors through its rapid product innovation and strong partnerships, such as its collaboration with the Sacramento Kings basketball team, which includes community programs like The Huddle Lab for young entrepreneurs. The company has received recognition from G2 in various categories, including Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). Dialpad's goal is to leverage AI to improve customer service and sales effectiveness.

San Ramon, CaliforniaHeadquarters

2011Year Founded

$437.7MTotal Funding

LATE_VCCompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees