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As a key member of our team, you will be instrumental in addressing complex customer challenges with creative solutions and driving process improvements. We seek an adaptable and process-oriented professional with excellent digital communication skills, adept at establishing quick rapport and situational awareness in customer interactions. Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company. The CS organization is responsible for delivering the absolute highest levels of satisfaction and success in the deployment and overall customer journey phases.
Job Responsibility:
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
Work cross-functionally with Sales, Marketing, Product, Engineering, and Data Science
Develop a positive, trusted relationship with your customers by providing value
Retain long-term partnerships with customers by independently renewing successful customers
Establish and oversee the customer's adoption, training, and development of best practices
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
Requirements:
7+ 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
What we offer:
Competitive benefits and perks
Robust training program
Inclusive offices
Vibrant environment to cultivate collaboration and connection
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