Customer Success Specialist

The Customer Success Advocate will lead all post-sales activities for Dialpad's customers, acting as the voice of the customer within the company. They will develop positive relationships with customers, retain long-term partnerships, and oversee adoption, training, and development of best practices. The ideal candidate will have 1-5 years of experience in customer success, strong written communication skills, and excellent time management and organizational skills. Dialpad is an equal-opportunity employer.

• 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. As the owner of the customer relationship, the Customer Success Advocate is expected to work cross-functionally with Sales, Marketing, Product, Engineering and Data Science to ensure consistent and strong customer message is embedded in everything we do.
• Develop a positive, trusted relationship with your customers by providing value throughout the customer partnership.
• Retain long-term partnerships with customers by independently renewing successful customers.
• 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.
• 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 to resolution.
• Track accounts to identify churn risks and work proactively to mitigate those risks.

• 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.
• Develop a positive, trusted relationship with your customers by providing value throughout the customer partnership.
• Retain long-term partnerships with customers by independently renewing successful customers.
• 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.
• 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 to resolution.
• Track accounts to identify churn risks and work proactively to mitigate those risks.
• 1-5 years of experience in Customer Success
• 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
• Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients
• Able to work US core hours 8am - 5pm Pacific Time
• Positive team player who embraces a team-first attitude and contributes to overall team success
• You enjoy tackling complex customer challenges and finding creative solutions
• Able to adapt quickly to an ever changing environment
• Process oriented - able to develop functional processes and adapt them quickly to meet changing demands
• Able to establish rapport and gain situational awareness quickly in single touch interactions with customers
• Experience with telecommunication or SaaS providers required