Customer Success Specialist
Dialpad, Inc.
Kitchener, ON
6d ago

Dialpad is a cloud-based business phone system that turns conversations into opportunities and enables global teams to make smarter calls anywhere, anytime.

All products are powered by Voice Intelligence, Dialpad's proprietary technology that helps companies unlock conversation insights, improve productivity and drive better performance across teams.

Who we are

At Dialpad, we're a team of doers. Founded by the creators of Google Voice, our team focuses on personal excellence, high-quality execution and building best-in-class software.

We like to think outside the box... and when that doesn't work, we reinvent it. We don't settle for the status quo, and that’s reflected in everything we build.

With $120 million in funding from ICONIQ Capital, Google Ventures, Andreessen Horowitz, Scale Ventures and other top VC’s, Dialpad attracts top talent from iconic companies like Microsoft and Google as well as powerhouse startups like Hootsuite, Weebly and Anaplan.

Every member of our team plays an essential role in creating dynamic products that combine design and mobility while also working with you whenever productivity strikes.

About the Role

Dialpad is building a Customer Success team for our SMB customers based in Kitchener. A Customer Success Specialist at Dialpad helps maintain high levels of satisfaction and engagement among our customer base.

The CSS is ultimately responsible for making sure the customers in his / her portfolio are constantly realizing the value of their account, ultimately driving adoption and outcomes leading to renewals, expansion, and advocacy.

This is a great opportunity for someone to enter the Customer Success space. Experience in working with Customers in some fashion is required.

Responsibilities

  • Overview : Lead all post-sales activities for Dialpad’s SMB customers through delivering scaled communication, serving as a product and solution expert, and maintaining a focus on customer outcomes.
  • Onboarding : Partner closely with Professional Services to transition accounts from implementation stage to Customer Success without friction.
  • Adoption : 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.
  • Product : Maintain a deep understanding of our solutions and speak with customers about the most meaningful features / functionality for their specific business needs.
  • Cadence : Conduct Quarterly Success Reviews in some key accounts, and identify growth opportunities.
  • Troubleshooting : Manage customer escalations by documenting open issues, facilitating regular status meetings and working cross-functionally to resolution.
  • Data : Analyze data independently to discover insights that drive recommendations for clients.
  • Advocacy : Identify key customer advocates that can support marketing efforts through case studies, speaking opportunities, references, etc.
  • Our customer success team is expected to work cross-functionally with Sales, Marketing, Product, Engineering and Data Science to ensure a consistent and strong customer message is embedded in everything we do.
  • This role is ultimately measured on both retention and growth, responsible for smooth customer renewals and upsells.
  • Requirements

  • 1 year of experience in customer facing roles
  • Passion for learning about Customer Success
  • Good verbal and written communication skills
  • Willingness to travel to customer locations if needed
  • 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
  • About Us

    Joining our team means collaborating with people that aren’t just passionate about their work but about Argentine tango, musicals, sushi burritos, comic books - you name it.

    Because if you’re going to redefine the status quo, you need a group of people hungry to do more, to see more, and be more than where they started.

    There is no idea too crazy and no task too small we work together to make things we’re proud of.

    Compensation & Equity

    Teamwork makes the dream work. We recognize that our dedicated team members are what make our success. That’s why we offer competitive salaries in addition to stock options.

    Healthcare

    An apple a day keeps the doctor away - and it doesn’t hurt that we offer 100% paid medical, dental, and vision plans for all employees.

    Reimbursements

    We offer a monthly stipend to help cover your cell phone, home internet, and even gym membership costs.

    Education

    We believe in your future as much as you do! That's why we offer a yearly stipend for continued learning and education expenses.

    Office Meals

    Bon Appetit! Enjoy catered lunches, free snacks & drinks (both healthy and unhealthy - no judgment!)

    Location, Location, Location

    New York

    Bangalore. From coast to coast, our offices are nestled in active and growing downtown areas

    Dialpad is an equal opportunity employer; we believe in creating a community of inclusion and an environment free from discrimination or harassment.

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