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Japanese-Bilingual Customer Success Specialist



Customer Service, Sales & Business Development
Manila, Philippines
Posted on Thursday, June 13, 2024

About Dialpad

Work Beautifully

Dialpad is the leading Ai-Powered Customer Intelligence Platform that is transforming how the world works together. Based on 4 billion minutes of analyzed voice and meetings data and growing, we have designed one, beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. More than 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. With initial funding and leadership from Google and leading venture capitalists such as ICONIQ and Andreessen Horowitz, Dialpad has over $200M in ARR and is one of the fastest growing Ai companies in the world.

About the team

Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company. 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!)

What you’ll do

  • 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.
  • Conduct weekly admin webinars and onboardings and keep them up-to-date with our innovative product updates.
  • Create web-based technical documents and video-on-demand resources to streamline customer lifecycle engagement.
  • 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.

Skills you’ll bring

  • At least N2 / Pre-advanced level Japanese proficiency.
  • Preferably with 1-5 years of experience in Customer Success.
  • Real passion for providing top-notch account management.
  • Strong written communication skills in both English and Japanese.
  • 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.

Who you are

  • Able to work core hours 9am - 6pm Japan 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.

Dialpad benefits and perks

Benefits and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.

Compensation and equity
Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life.

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.