Work beautifully
Dialpad is where work comes together—one, beautiful workspace for anywhere communication & collaboration. With the industry’s most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world’s most advanced AI Contact Center—Dialpad is completely transforming how the world works together.
About the team
Instrumental in the success and retention of Dialpad customers, our Customer Success and Professional Services teams are the backbone of our company. 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!)
Your Role
As Manager, Onboarding, you’ll be responsible for the onboarding team's success. You’ll work closely with the Professional Services leadership team to create an amazing onboarding experience for Dialpads customers. You’ll also help create processes that create efficiencies for the onboarding specialists and accountability of the onboarding team . In addition, you’ll create happy customers for our customer success and support teams.
This position reports to our Senior Manager, Customer Onboarding and has the opportunity to be based in Manila, PH.
What you’ll do
- Lead a high performance Customer Onboarding team focused on onboarding VSB & SB customers
- Monitor KPI’s and evaluate team performance to ensure we are operating at the highest standard
- Initiate process improvements through creation to execution of new strategies
- Learn the Dialpad deployment methodology and the various tools you will be using to assist our customers during deployment
Skills you’ll bring
- 1-3+ years of relevant managerial experience
- 5+ years of industry experience
- Experience in onboarding, VoIP, cloud based communications
- Customer focused and demonstrable passion about customer experience
- Exceptional English fluency and excellent written, verbal, and listening communications skills with a professional (even dynamic) presence, presentation and public speaking skills
- Proven cross functional leader with proven track record of collaboration, prioritization, and workload management
- Quick learner, always looking to embrace and master new technologies
- Technical background in IT Service Management, Telecommunications, and/or IT Operations Management solutions is a plus, though not required
- Proven operational acumen with ability to define success targets and ensure attainment of targets
- Excellent skills / ability to use Salesforce, Smartsheet, G-Suite
Who you are
- Able to work US core hours 8am - 5pm Central 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
- Goal oriented - able to support and motivate a team to meet and exceed performance goals
- 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
EQUITY, BALANCE, AND BELONGING
At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.
CULTURE
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 & EQUITY
Teamwork makes the dream work, and Dialpad offers competitive rates because each and every Dialer participates in our success.
Dialpad is an equal opportunity employer. We are dedicated to creating a community of
inclusion and an environment free from discrimination or harassment.
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.