Customer Success Manager, Japan at Dialpad

Tokyo, Japan

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, TelecommunicationsIndustries

Requirements

2-5 years of experience in Customer Success, Sales, Support/Service, or customer-facing roles
Technically curious about SaaS-based Business Solutions
Strong presentation, meeting facilitation, and written communication skills
Willingness to travel to customer locations
Excellent time management and organizational skills with the ability to track numerous details

Responsibilities

Attend BaseCamp, the Revenue Org onboarding program, to learn about the company, product, internal systems, and CS approach
Work closely with manager and teammates to get up to speed on CS processes, toolset, customer base, etc
Get to know cross-functional partners like Sales, Product, and Support
Familiarize yourself with your book of business using qualitative and quantitative data and begin getting introduced to customers by teammates
Establish a regular cadence with customers to stay aligned on business goals, product updates, etc
Dig into the product as you receive specific questions from customers
Conduct Business Reviews with customers to demonstrate value, get to know key stakeholders, and identify growth opportunities
Act as the “voice of the customer” by funneling feedback to Product and others
Oversee customers’ adoption, training, and development of best practices to 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

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementCommunicationMeeting FacilitationCross-Functional CollaborationProblem SolvingCloud TelephonyAI Platforms

Questions & Answers

Common questions about this position

What is the salary for the Customer Success Manager position?

This information is not specified in the job description.

Is this Customer Success Manager role remote or office-based?

This information is not specified in the job description.

What skills are required for the Customer Success Manager role?

The role requires several years of CS experience, excellent communication skills, confident meeting facilitation, and cross-functional collaboration. Additional traits include being scrappy, curious, optimistic, persistent, empathetic, and passionate about problem-solving and helping customers.

What is the company culture like at Dialpad?

Dialpad has a collaborative team environment focused on making customers and employees successful, thriving on continuous evolution with AI, and valuing traits like scrappiness, curiosity, optimism, persistence, and empathy. The Customer Success team is described as the backbone of the company.

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

Strong candidates love working with customers, have several years of CS experience, excel in communication and collaboration, are excited to learn new technologies like cloud telephony, and embody traits like scrappiness, curiosity, optimism, persistence, and empathy.

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

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Flexible Work Hours

Phone/Internet Stipend

Gym Membership

Professional Development Budget

Risks

Emerging AI-driven platforms could erode Dialpad's market share.

Integration challenges from Surfboard acquisition may disrupt operations.

Rapid AI advancements could render Dialpad's offerings obsolete if not updated.

Differentiation

Dialpad offers real-time transcription and sentiment analysis, enhancing customer interactions.

Its AI-powered platform supports sales, customer engagement, and team collaboration effectively.

Dialpad's continuous innovation and fast feature releases set it apart from competitors.

Upsides

Dialpad's acquisition of Surfboard enhances its workforce management capabilities.

Recognition as Google Cloud Technology Partner of the Year boosts Dialpad's credibility.

Launch of business-specific AI models provides a competitive edge in sales conversations.

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