Customer Success Manager, SMB

About the team

Dialpad’s Customer Success team plays an essential role in assisting our customers through their entire Dialpad journey—from start to finish. This team partners with cross-functional teams such as Sales, Support, and Product, to ensure our customers acquire measurable value from their investment in Dialpad products, leading to success, retention, and renewal.

Your Role

As a Customer Success Manager, SMB, you’ll be a trusted advisor to your assigned customers to increase the value our solution delivers to their organization. You’ll be in charge of understanding customer requirements, driving adoption and retention, and ensuring ongoing satisfaction.

This position reports to our Manager of Customer Success and has the opportunity to be based in Austin, TX or Denver CO.

What you’ll do

Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.

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.

Conduct Business Reviews and status calls with the intention of creating alignment of common goals, identifying growth or risk opportunities, and communicating performance metrics and insights.

Maintain a deep grasp of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.

Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings and working cross-functionally to resolution.

Skills you’ll bring

Minimum 2-5 years experience working at a SaaS company

Experience working with and general knowledge of Telecommunications and Contact Center space preferred

Experience and comfort interacting with and influencing C-level executives

Strong presentation, meeting facilitation, and written communication skills

Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately

Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients

Ability to work cross departmentally

Must have the ability to lead, manage or influence both internal and customer resources to achieve positive outcomes

Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness

Willingness to travel to customer locations and team offsites

Who you are

First and foremost, you love working with customers and helping them realize value by achieving (or exceeding!) their goals. With several years of CS experience under your belt, you’re known as an excellent communicator, confident meeting facilitator, and cross-functional collaborator. Picking up new technology skills excites you, and even though you might not know much about cloud telephony right now, the idea of learning the ins and outs of Dialpad gets you pumped. You’re passionate about CS and dedicated to delivering positive customer and company outcomes.

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and 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.

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