Customer Success Specialist

Summary

Join Dialpad's Customer Success team as a key member instrumental in addressing complex customer challenges and driving process improvements. Lead post-sales activities, act as the voice of the customer, and build strong relationships to ensure customer satisfaction and retention. Develop and oversee customer adoption, training, and best practices to maximize value and return on investment. Manage customer escalations, track accounts for churn risks, and proactively mitigate those risks. This remote role requires full on-camera engagement during US core hours (8 am - 5 pm Pacific Time) from a dedicated and technically enabled workspace. Dialpad offers competitive benefits and a robust training program.

Requirements

• 1-5 years of experience in Customer Success
• Experience with telecommunication or SaaS providers required
• A 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
• A desire to work in a dynamic startup where your input is valued to help craft our offerings and how we interact with clients

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
• Develop a positive, trusted relationship with your 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 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 toward resolution
• Track accounts to identify churn risks and work proactively to mitigate those risks

Benefits

Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential