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Strategic Customer Success Manager

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Dialpad

3mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Austin
  • Quick Apply

AI generated summary

  • You need 8+ years in SaaS, C-level interaction, enterprise expertise, strong communication, time management, cross-department collaboration, leadership, analytical skills, and willingness to travel.
  • You will build relationships, drive customer adoption, conduct reviews, address escalations, and ensure alignment on goals while leveraging product knowledge to maximize customer value.

Requirements

  • 8+ years of relevant experience working at a SaaS company
  • Experience and comfort interacting with and influencing C-level executives.
  • Expertise working with large Enterprise customers.
  • 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 problem-solving skills with the ability to develop quick, accurate situational awareness.
  • Willingness to travel to customer locations.

Responsibilities

  • Lead all post-sales activities for Dialpad’s customers through strong relationship-building, 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 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.

FAQs

What is the main purpose of the Strategic Customer Success Manager role?

The main purpose of the Strategic Customer Success Manager role is to lead all post-sales activities for Dialpad’s customers, ensuring they derive measurable value from their investment in Dialpad products.

What is the expected experience level for applicants?

Applicants are expected to have 8+ years of relevant experience working at a SaaS company.

What type of customers will I be working with?

You will be working primarily with large Enterprise customers.

Will the role require interaction with C-level executives?

Yes, the role requires experience and comfort interacting with and influencing C-level executives.

Are there opportunities for professional development?

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

What skills are important for this position?

Important skills for this position include strong presentation, meeting facilitation, and written communication skills, as well as excellent time management and organizational skills.

Is travel required for this role?

Yes, there is a requirement for willingness to travel to customer locations.

How does Dialpad support employee wellness?

Dialpad offers flexible time off, options for medical, dental, and vision plans, a monthly stipend for cell phone and home internet bills, and reimbursement for gym membership costs and wellness events.

How does Dialpad value diversity and inclusion in the workplace?

Dialpad is committed to building a values-driven culture that celebrates identity, inclusion, and belonging, ensuring that every voice matters and fostering community through various initiatives.

What are the benefits and compensation structure?

Dialpad offers competitive salaries, stock options, and various benefits including wellness programs and professional development reimbursements.

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Dialpad

On a mission to completely transform the way the world works together.

Technology
Industry
1001-5000
Employees
2011
Founded Year

Mission & Purpose

Dialpad is the leading Ai-Powered Customer Intelligence Platform that is completely transforming how the world works together, with one beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. Over 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. Customers include WeWork, Uber, Motorola Solutions, Domo and Xero. Investors include Amasia, Andreessen Horowitz, Felicis Ventures, GV, ICONIQ Capital, Salesforce Ventures, Scale Venture Partners, Section 32, Softbank and Work-Bench.