Japanese-Bilingual Customer Success Specialist

About the team

Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company. The CS organization is responsible for delivering the absolute highest levels of satisfaction and success in the deployment and overall customer journey phases. Using your problem-solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!)

What you’ll do

• 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. As the owner of the customer relationship, the Customer Success Advocate is expected to work cross-functionally with Sales, Marketing, Product, Engineering and Data Science to ensure consistent and strong customer message is embedded in everything we do.
• Develop a positive, trusted relationship with your customers by providing value throughout the customer partnership.
• Conduct weekly admin webinars and onboardings and keep them up-to-date with our innovative product updates.
• Create web-based technical documents and video-on-demand resources to streamline customer lifecycle engagement.
• 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 continually drive incremental value and return on the customer's investment.
• 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 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 you’ll bring

• At least N2 / Pre-advanced level Japanese proficiency.
• Preferably with 1-5 years of experience in Customer Success.
• Real passion for providing top-notch account management.
• Strong written communication skills in both English and Japanese.
• Excellent time management and organizational skills with the ability to track numerous details.
• Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients.

Who you are

• Able to work core hours 9am - 6pm Japan Time.
• Positive team player who embraces a team-first attitude and contributes to overall team success.
• You enjoy tackling complex customer challenges and finding creative solutions.
• Able to adapt quickly 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.
• Experience with telecommunication or SaaS providers required.

Dialpad benefits and perks

Benefits and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.