Customer Success Specialist at Dialpad

Pasig, Metro Manila, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, AI, SaaS, Customer CommunicationsIndustries

Requirements

1-5 years of experience in Customer Success
Experience with telecommunication or SaaS providers
Real passion for providing top-notch account management
Strong written communication skills
Excellent time management and organizational skills with the ability to track numerous details
Desire to work in a dynamic startup where your input helps craft offerings and client interactions
Positive team player who embraces a team-first attitude and contributes to overall team success
Enjoys tackling complex customer challenges and finding creative solutions
Adaptable to an ever-changing environment
Process oriented - able to develop functional processes and adapt them quickly to meet changing demands
Able to establish rapport and gain situational awareness quickly in single touch interactions with customers
Strong digital communication skills with emphasis on visual and verbal clarity during remote interactions
Able to work US core hours (8am - 5pm Pacific Time) while 100% on-camera in a dedicated, technically enabled remote workspace
Excellent internet connectivity

Responsibilities

Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution
Act as the voice of the customer within Dialpad and work cross-functionally with Sales, Marketing, Product, Engineering, and Data Science to ensure consistent customer messaging
Develop a positive, trusted relationship with customers by providing value throughout the customer partnership
Retain long-term partnerships with customers by independently renewing successful customers
Establish and oversee the customer's adoption, training, and development of best practices to drive incremental value and return on investment
Maintain a deep understanding of Dialpad solutions and discuss meaningful features/functionality for specific business needs
Manage customer 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

Customer Success

Relationship Building

Account Management

Customer Retention

Product Adoption

Customer Training

Cross-functional Collaboration

Renewals

Problem Solving

Best Practices

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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