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

Key technologies and capabilities for this role

Customer SuccessRelationship BuildingAccount ManagementCustomer RetentionProduct AdoptionCustomer TrainingCross-functional CollaborationRenewalsProblem SolvingBest Practices

Questions & Answers

Common questions about this position

What salary can I expect for the Customer Success Specialist role?

This information is not specified in the job description.

Is this Customer Success Specialist position remote or office-based?

This information is not specified in the job description.

What skills are required for the Customer Success Specialist role?

Required skills include 1-5 years of experience in Customer Success, experience with telecommunication or SaaS providers, strong written communication skills, excellent time management and organizational skills, and a passion for top-notch account management.

What is the company culture like at Dialpad for Customer Success?

The Customer Success team is the backbone of the company, instrumental in customer success and retention, with a team-first attitude in a dynamic startup environment where input is valued to shape offerings and client interactions.

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

Strong candidates have 1-5 years of Customer Success experience, especially with telecom or SaaS, a passion for account management, strong communication and organizational skills, and a positive team player attitude who enjoys complex challenges in a dynamic startup.

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