Onboarding Specialist

About the team

Dialpad’s Professional Services team plays an essential role in educating customers on Dialpad products. This team aligns closely with Sales, Customer Success and Support to constantly improve our product deployment and change management process.

Your role

As an Implementation Specialist, you are at the crux of customer interaction and enablement, supporting and troubleshooting your product area, and technical implementations. Simply put, you are the first line of defense and an expert in the products we offer. You are motivated by helping our customers achieve their desired objectives with buying into our advanced AI-powered products.

Your combined problem solving skills, relationship-building skills, and communication skills will be crucial in hearing our customer pain points and understand where our product can meet them.

What you'll do

• Facilitate onboarding deployment for new customers and products purchased.
• Host end-user and admin training sessions for customers to get them educated on Dialpad products and assist with change management.
• Provide detailed walkthrough and train new customers with implementation and portal setup.
• Deliver quality onboarding in a timely manner by analyzing needs, collaborating with others and resolving customer issues though discovery and replication.
• Drive customers to implement best practices.
• Clearly communicate product configuration set up requirements and expectations with customers.
• Act as the customers escalation point for any onboarding related issues.
• Work on ad-hoc tasks as necessary.

Skills you'll bring

• At least 2-3 years of working experience in Customer Onboarding, Software Implementation and Account Management.
• At least 1 year experience configuring, updating and supporting VOIP solutions.
• Preferable with experience in chat, handling multiple windows.
• Excellent English communication skills.
• Strong customer service orientation.
• Ability to work independently with minimal management guidelines.
• Organized, detail oriented and self-motivated.

Who you are

You’re customer centric, you love being organized, and you really enjoy helping onboard new clients. You enjoy having a voice and being a team player. Helping colleagues with tasks outside of your job description is something you kinda get a kick out of. You love learning new products, processes, and taking on challenges. You are new to SaaS implementations but you have worked with customers and helped with their initial setup, and user adoption. You are eager to learn Dialpad and new technologies. You bring your SaaS experience to the Professional Services team.

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.