Manager of Customer Success (Commercial) - Austin
Posted on: September 21, 2019
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 Voice Intelligence,
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
- 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
- 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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