Customer Success Manager, Smb - Kitchener, Canada - Dialpad Inc.

Dialpad Inc.

Verified Company

Kitchener, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Work beautifully
Dialpad is where work comes together—one, beautiful workspace for anywhere communication & collaboration.

With the industry's most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world's most advanced AI Contact Center—Dialpad is completely transforming how the world works together.

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 Kitchener, ON, Austin, TX or Denver CO.

What you'll do

Lead all postsales activities for Dialpad's customers through strong relationshipbuilding, 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 crossfunctionally to resolution.

Skills you'll bring

Minimum 13 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 Clevel 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 problemsolving 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

EQUITY, BALANCE, AND BELONGING

At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

CULTURE

We've been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.

COMPENSATION & EQUITY

Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.

BENEFITS, TIME-OFF & 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, home office equipment, gym membership costs, a variety of wellness events, and more

CONTINUING EDUCATION
Dialpad offers a yearly stipend for continued learning and education expenses.**_ Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment._