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Manager of Customer Success (Commercial) - Austin

Company: Dialpad
Location: Austin
Posted on: September 14, 2019

Job Description:

Dialpad's product suite covers the full range of modern business communications needs with Dialpad Talk, Support, Sell, and UberConference. All products are powered by VoiceAI, Dialpad's proprietary technology that helps companies unlock conversation insights, improve productivity and drive better performance across teams.

Who we are:At Dialpad, we're a team of doers. A team that thinks outside the box and when that doesn't work, we reinvent it. We don't settle for the status quo, and neither do the things we build. Led by the same minds behind Google Voice, we create products that get businesses talking-whether it's across the hall, street, or country.

With $120 million in funding from ICONIQ Capital, Google Ventures, Andreessen Horowitz, Scale Ventures and other top VC's, Dialpad attracts top talent from iconic companies like Microsoft and Google as well as powerhouse startups like Hootsuite, Weebly and Anaplan. Every member of our team plays an essential role in creating dynamic products that don't just combine design and mobility but works with you wherever productivity may strike.About the role:--The Manager, Customer Success at Dialpad leads a team of seven CSMs that help maintain high levels of satisfaction and engagement among our customer base. The Manager, Customer Success is ultimately responsible for making sure the clients under his/her team are constantly realizing the value of their account, ultimately driving adoption and outcomes leading to renewals, expansion, and advocacy. This is a great opportunity for an individual with 2 to 4 years of management experience in the Customer Success space to help build out and grow the relatively new team within a dynamic start-up. The position reports directly to the Director, Customer Success.What you'll do:

  • Lead and be the first point of escalation for a high performing team of CSMs.
  • Hire, develop, retain, and motivate the CSM team for exceptional performance to ensure standards are maintained.
  • Conduct weekly 1:1's with each CSM to go over account deliverables, engagement, and upsell/cross-sell opportunities.
  • Fuel revenue growth through engagement and product adoption while also focused on reducing churn.
  • Conduct regular analysis of the business identifying key areas for improvement across Customer Success.
  • Partner closely with Sales, Professional Services, Marketing, Product & Engineering to develop new processes, best practices and/or trainings to implement improvements yielding in increased customer engagement, and/or higher operational efficiency.
  • Ensure team members are conducting regular account reviews with customers to confirm that the customer's goals and expectations are being met.
  • Be a team player: uphold Dialpad's values, foster a great team spirit, and maintain the sense of tight-knit unit. To be successful in the role, you will bring:
    • 4 - 5 years of experience in Customer Success, Sales, Support/Service or customer facing roles
    • 2 - 4 years of management experience
    • Real passion for providing top-notch customer experiences
    • Strong presentation, meeting facilitation, and written communication skills
    • Familiarity working with customers of all sizes
    • Willingness to travel to customer locations
    • 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 About Us:--Joining our team means collaborating with people that aren't just passionate about their work but about Argentine tango, musicals, sushi burritos, comic books - you name it. Because if you're going to redefine the status quo, you need a group of people hungry to do more, to see more, and be more than where they started.There is no idea too crazy and no task too small - we work together to make things we're proud of.Compensation & EquityTeamwork makes the dream work. We recognize that our dedicated team members are what make our success. That's why we offer competitive salaries in addition to stock options.HealthcareAn apple a day keeps the doctor away - and it doesn't hurt that we offer 100% paid medical, dental, and vision plans for all employees.ReimbursementWe offer a monthly stipend to help cover your cell phone, home internet, and even gym membership costs.EducationWe believe in your future as much as you do! That's why we offer a yearly stipend for continued learning and education expenses.Office MealsBon Appetit! Enjoy catered lunches, free snacks & drinks (both healthy and unhealthy - no judgment!)Location, Location, LocationSan Francisco San Ramon Austin Raleigh Vancouver Kitchener Tokyo New York----Bangalore. From coast to coast, our offices are nestled in active and growing downtown areasDialpad is an equal opportunity employer; we believe in creating a community of inclusion and an environment free from discrimination or harassment.

Keywords: Dialpad, Austin , Manager of Customer Success (Commercial) - Austin, Executive , Austin, Texas

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