Full-Time

Strategic Customer Success Manager

Updated on 12/10/2024

Dialpad

Dialpad

1,001-5,000 employees

AI platform for customer engagement and collaboration

Enterprise Software
AI & Machine Learning

Compensation Overview

$90.2k - $157.7kAnnually

Senior

Austin, TX, USA + 3 more

More locations: San Ramon, CA, USA | Tempe, AZ, USA | Denver, CO, USA

Requires onsite presence three times per week.

Category
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Requirements
  • 5+ years of relevant Customer Success experience working at a SaaS company
  • Experience and comfort interacting with, building enduring relationships with, and influencing C-level executives.
  • Expertise working with Enterprise customers and an understanding of their unique qualities.
  • Strong presentation, meeting facilitation, oral, and written communication skills.
  • Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately.
  • Ability to work cross departmentally.
  • Ability to lead, manage, and influence both internal and customer resources to achieve positive outcomes.
  • Strong analytical and problem-solving skills.
  • Willingness to travel to customer locations.
Responsibilities
  • 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 Quarterly or Semi-Annual 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 understanding 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 cross-functionally to resolution.

Dialpad offers an AI-powered platform designed to enhance customer engagement, sales, and team collaboration. Its features include real-time transcription of conversations, sentiment analysis to gauge the mood of discussions, live coaching for sales representatives, and predictive customer satisfaction scores. This allows businesses to improve their interactions with customers by understanding and responding to their needs more effectively. Dialpad serves a diverse clientele, from small businesses to large corporations, and operates on a subscription-based model for its services. What sets Dialpad apart from its competitors is its rapid product innovation and strong partnerships, such as its collaboration with the Sacramento Kings basketball team, which includes community programs for young entrepreneurs. The company has received recognition from G2 in various categories, highlighting its leadership in areas like Unified Communications and Contact Center services.

Company Stage

Late Stage VC

Total Funding

$437.7M

Headquarters

San Ramon, California

Founded

2011

Growth & Insights
Headcount

6 month growth

9%

1 year growth

15%

2 year growth

28%
Simplify Jobs

Simplify's Take

What believers are saying

  • Dialpad's acquisition of Surfboard enhances its workforce management capabilities.
  • Recognition as Google Cloud Technology Partner of the Year boosts its cloud technology leverage.
  • The VoIP market growth aligns with Dialpad's cloud-based communication solutions.

What critics are saying

  • Intense competition from major players like Microsoft and Cisco could impact market share.
  • Integration challenges from the Surfboard acquisition may disrupt operations.
  • Competitors' new AI models could outpace Dialpad's current offerings.

What makes Dialpad unique

  • Dialpad offers real-time transcription and sentiment analysis, enhancing customer interactions.
  • Its AI-powered platform supports sales, customer engagement, and team collaboration.
  • Dialpad's continuous innovation and fast feature releases set it apart from competitors.

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