customer support
Posted 4 days agoLead Customer Success Specialist
at dialpad
PhilippinesOn-site
Responsibilities
- Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
- 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.
- Manage customer escalations by documenting open issues, facilitating regular status meetings, and collaborating cross-functionally to resolve them.
- Track accounts to identify churn risks and proactively mitigate them. Skills you’ll bring
- Build and ship agentic AI products that are redefining how companies operate
Requirements
- Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital.
- Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.
- Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve.
- Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.
- At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.
- We seek an adaptable, process-oriented professional with excellent digital communication skills and the ability to build rapport and develop situational awareness in customer interactions.
- Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company.
- Maintain a deep understanding of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.
- Experience with telecommunication or SaaS providers required.
- Excellent time management and organizational skills with the ability to track numerous details.
- A desire to work in a dynamic startup where your input is valued to help craft our offerings and how we interact with clients. Why Join Dialpad
- Work at the center of the AI transformation in business communications
- Join a team where AI amplifies every employee’s impact
Experience
- 3-5 years of experience in Customer Success. Previous Lead
Benefits
- Competitive salary, comprehensive benefits, and real opportunities for growth
Additional details
- Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile. Being a Dialer
- We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.
- We look for people who are intensely curious and hold themselves to a high bar.
- Our ambition is significant, and achieving it requires a team that operates at the highest level.
- We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic . Your Role
- As a key member of our team, you will be instrumental in addressing complex customer challenges with creative solutions and driving process improvements.
- This remote role requires full on-camera engagement during US core hours (8 AM - 5 PM Mountain Time) from a dedicated, technically equipped workspace with excellent internet connectivity.
- Your contributions will be vital to our team's success in a dynamic environment.
- The CS organization is responsible for delivering the absolute highest levels of satisfaction and success in the deployment and overall customer journey phases.
- Using your problem-solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!).