Dialpad Japan · 1 month ago
Director of Customer Success, Strategic Accounts
Denver, CO
Full-time
Hybrid
Director/Executive
$152K/yr - $187K/yr
8+ years expDialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. As the Director of Customer Success for Strategic Accounts, you will lead a team focused on ensuring that our largest customers derive maximum value from our platform, managing relationships and driving product adoption.
Telecommunications
Responsibilities
Lead and Develop the Team: Build, manage, and mentor a high-performing team of Customer Success Managers (CSMs) who support Dialpad’s Strategic customers. Provide ongoing coaching, feedback, and development to help your team deliver exceptional customer outcomes
Customer Advocacy: Serve as the executive leader responsible for customer satisfaction and retention within the Strategic segment. Foster strong, long-lasting relationships with key decision-makers and stakeholders at customer organizations
Strategic Account Management: Work closely with Strategic customers to understand their business needs and drive outcomes that ensure customer success and the expansion of our business within their organization
Driving Adoption and Engagement: Collaborate with customers to accelerate product adoption, minimize churn, and help them fully leverage the Dialpad platform's value. Proactively identify opportunities to expand use cases and increase platform utilization
Customer Health & Escalations: Monitor the health of customer accounts, identifying risks and areas of opportunity. Lead the resolution of any escalated issues to ensure timely and satisfactory resolution
Collaborative Leadership: Collaborate with Sales, Marketing, Product, and Engineering teams to create customer-centric strategies, improve product offerings, and deliver the best possible experience for our Strategic clients
Metrics & Reporting: Establish and track key performance indicators (KPIs) for customer success. Report on customer health, renewals, expansion, and overall success metrics to senior leadership
Thought Leadership: Stay informed on industry trends and customer needs, and provide insights and feedback to help shape the future of Dialpad’s products and services
Qualification
Required
8+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a focus on Strategic accounts
Proven track record of successfully managing Enterprise-level clients, driving customer retention, and growing strategic partnerships
5+ years of leadership experience, with the ability to inspire and manage a high-performing team
Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships at all levels of an organization
Deep understanding of SaaS business models and the ability to drive product adoption and value realization
Strong problem-solving skills, with the ability to handle complex customer issues and drive timely resolutions
Data-driven, with experience using customer success platforms and CRM tools (e.g., Salesforce, Gainsight, Zendesk, etc.)
Strong organizational skills, with the ability to manage multiple accounts and initiatives simultaneously
Ability to adapt quickly to an ever-changing environment
Experience with telecommunication or SaaS providers required
Benefits
Competitive benefits and perks
Robust training program
Company
Dialpad Japan
“Smart Call” でコミュニケーションは次の時代へ Dialpad はピュアクラウド型のビジネス電話システム “Dialpad” を提供しています。音声・ビデオ通話、メッセージや各種ビジネスツールとの連携、通話分析で、ビジネスコミュニケーションをより豊かなものにします。デバイスを選ばず、いつでもどこからでも仕事に取り組めます。 真にイノベーションとコラボレーションを兼ね備えた企業カルチャーを創りあげる唯一の方法は、クラウドを使った電話システムを導入することです。Dialpadは、世界で最も先進的な企業向けのクラウド型電話システムです。 1.ピュアクラウドPBXで導入までの工数と時間をカット 2.PBXのランニングコストも余分な社用携帯のコストも丸ごとカット 3.ユーザー目線で開発された使いやすいインターフェース 4.圧倒的に簡単な設定と管理 5.これまでほぼ変わらなかった電話の在り方を変える時代 〜 Becase it’s 2020！
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase