Customer Experience Enablement Partner

About the team 

Dialpad’s Customer Experience Organization aims to delight customers at every touchpoint. We are dedicated to understanding and meeting their evolving needs and exceeding expectations. 

Focused on product adoption and user education, the Customer Enablement Team is pivotal to ensuring client satisfaction. From onboarding to ongoing support, our Customer Experience Enablement Team delivers live webinars and virtual trainings to equip customers with the knowledge and skills they need to succeed at every stage of their Dialpad journey. 

This team partners closely with the Knowledge and Content, Support Operations, and Customer Experience teams, as well as the Product Management org.

Your role

As a Customer Experience Enablement Partner, you’ll bridge the gap between customers and their goals by providing tailored training solutions.

You’ll combine strategic thinking with hands-on execution, creating engaging content, fostering collaboration, and championing customer needs. From developing micro-learning modules to delivering live customer-facing webinars,  your contributions will directly impact customer satisfaction and drive team efficiency. 

Your ability to analyze data, measure results, and recommend improvements will drive a culture of continuous learning and growth that reduces onboarding friction and keeps our customers delighted. By joining our team, you’ll have the opportunity to use your expertise to shape the future of our Professional Services Educational Program and make a lasting impact on our organization.

This position reports to our Learning & Enablement Manager and has the opportunity to be based in Tempe (AZ), Austin (TX) or Kitchener-Waterloo (ON).

What you’ll do 

• Grow your product knowledge and become a Dialpad expert. 
• Partner with the Professional Services Leadership Team to design and develop customer-facing training materials, such as instructor-led virtual trainings, on-demand lessons, and live webinars. 
• Develop comprehensive learning pathways on a variety of topics, including onboarding, upskilling, best practices, and new features. 
• Deliver customer-facing virtual trainings, and live webinars to new Diapad customers.
• Provide updates on customer adoption and project updates. 
• Maintain a database of reports and processes to efficiently track the program’s historical data and trends and customer requests.
• Support CX leadership in executing the organization’s strategic initiatives. 
• Analyze training, attrition, and learner feedback to identify and implement continuous improvement projects.
• Collaborate with Customer Success Team to ensure effective handoff processes, workflows, and partnerships that support customer satisfaction and retention.
• Partner with Engineering, Product and Design to ensure customer-facing teams have a deep understanding of product features, positioning, and messaging, for every feature launch.

Skills you’ll bring

• Bachelor’s degree in Communication, Education, or Business Administration, or equivalent work experience
• 6+ years experience in customer enablement and project management, preferably within the telecommunications or technology sector
• Demonstrated history of creating clear, concise, and engaging training materials, such as manuals, guides, presentations, and videos.
• Proficiency with Google Workspace, Atlassian Suite and Monday.com 
• Familiarity with LearnUpon & Guru
• Understanding of key adult learning frameworks such as Kirkpatrick and Blooms. 
• Proven ability to communicate in a clear, concise manner
• Exceptional attention to detail with a solutions-oriented mentality
• Self-motivated and proactive with excellent analytical and decision-making skills

Who you are

You’re a passionate educator and a dynamic communicator who thrives on breaking down silos and fostering teamwork across different departments. With a proven track record in creating engaging adult learning programs, you’re well-versed in various adult learning methodologies and understand the power of blended learning approaches.

You’re a versatile trainer who enjoys the challenge of delivering engaging content across various mediums, from live webinars to on-demand resources. Your enthusiasm for training is contagious, and you’re committed to providing exceptional learning experiences that empower customers.

You’re a detail-oriented problem-solver who loves diving into data to uncover insights and identify trends. Your commitment to innovation drives you to continually seek new ways to enhance training programs and deliver exceptional customer experiences.

Dialpad benefits and perks

Benefits, time-off, and 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, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.