Your Role
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, a confident meeting facilitator, and a 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.
Instrumental in the success and retention of Dialpad customers, our Customer Success team is the backbone of our company. 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
- Attend BaseCamp, our Revenue Org onboarding program, where you’ll learn all about our company, product, internal systems, and CS approach.
- Work closely with your manager and teammates to get up to speed on all things CS: processes, toolset, customer base, etc.
- Get to know cross-functional partners that we work with most frequently, like Sales, Product, and Support.
- Head into month 2 with a solid grasp of where to go to find the right answers to customer questions.
- Familiarize yourself with your book of business using qualitative and quantitative data and begin getting introduced to your customers by your teammates.
- Establish a regular cadence with your customers to stay aligned on business goals, product updates, etc.
- Dig into the product more and more as you receive specific questions from your customers - this is when everything really starts to click!
- Start conducting Business Reviews with customers to demonstrate value, get to know key stakeholders, and identify growth opportunities.
- Lean into your role as the “voice of the customer” within Dialpad by funneling feedback from your customers to Product and others.
- Oversee your customers’ adoption, training, and development of best practices to continually drive incremental value and ROI.
- Manage 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
- 2-5 years of experience in Customer Success, Sales, Support/Service, or customer-facing roles.
- Technically curious about SaaS-based Business Solutions.
- Strong presentation, meeting facilitation, and written communication skills.
- Willingness to travel to customer locations.
- Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately.
- Obsession with finding the root cause of the problem, not just the immediate solution.
- Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients.
