Customer Experience Enablement Partner

Dialpad
US - Texas - Austin
September 23, 2024
Telecoms

About DialpadAi that means business

Dialpad pioneered the first Ai-powered customer communications platform that now serves as the secure foundation for all Dialpad products. By bringing all conversations together in one place, businesses of all sizes in any industry can instantly unlock the power of Ai to unite people, automate tasks, streamline workflows, collect data-driven insights, and turn conversations into opportunities that drive growth. Supported by notable investors like Andreessen Horowitz, Google Ventures, and ICONIQ, Dialpad is a dynamic force in AI technology with a rapidly expanding presence. Visit dialpad.com to learn more.

About the team

Dialpad's Customer Experience Organization aims to delight customers at every touchpoint. We are dedicated to understanding and meeting their evolving needs and exceeding expectations.

Focused on product adoption and user education, the Customer Enablement Team is pivotal to ensuring client satisfaction. From onboarding to ongoing support, our Customer Experience Enablement Team delivers live webinars and virtual trainings to equip customers with the knowledge and skills they need to succeed at every stage of their Dialpad journey.

This team partners closely with the Knowledge and Content, Support Operations, and Customer Experience teams, as well as the Product Management org.

Your role

As a Customer Experience Enablement Partner, you'll bridge the gap between customers and their goals by providing tailored training solutions.

You'll combine strategic thinking with hands-on execution, creating engaging content, fostering collaboration, and championing customer needs. From developing micro-learning modules to delivering live customer-facing webinars, your contributions will directly impact customer satisfaction and drive team efficiency.

Your ability to analyze data, measure results, and recommend improvements will drive a culture of continuous learning and growth that reduces onboarding friction and keeps our customers delighted. By joining our team, you'll have the opportunity to use your expertise to shape the future of our Professional Services Educational Program and make a lasting impact on our organization.

This position reports to our Learning & Enablement Manager and has the opportunity to be based in Tempe (AZ), Austin (TX), Raleigh (NC) or Kitchener-Waterloo (ON).

What you'll do

Grow your product knowledge and become a Dialpad expert.
Partner with the Professional Services Leadership Team to design and develop customer-facing training materials, such as instructor-led virtual trainings, on-demand lessons, and live webinars.
Develop comprehensive learning pathways on a variety of topics, including onboarding, upskilling, best practices, and new features.
Deliver customer-facing virtual trainings, and live webinars to new Diapad customers.
Provide updates on customer adoption and project updates.
Maintain a database of reports and processes to efficiently track the program's historical data and trends and customer requests.
Support CX leadership in executing the organization's strategic initiatives.
Analyze training, attrition, and learner feedback to identify and implement continuous improvement projects.
Collaborate with Customer Success Team to ensure effective handoff processes, workflows, and partnerships that support customer satisfaction and retention.
Partner with Engineering, Product and Design to ensure customer-facing teams have a deep understanding of product features, positioning, and messaging, for every feature launch.

Skills you'll bring

Bachelor's degree in Communication, Education, or Business Administration, or equivalent work experience.
3+ years experience in customer enablement and project management, preferably within the telecommunications or technology sector.
Demonstrated history of creating clear, concise, and engaging training materials, such as manuals, guides, presentations, and videos.
Proficiency with Google Workspace, Atlassian Suite and Monday.com.
Familiarity with LearnUpon & Guru.
Understanding of key adult learning frameworks such as Kirkpatrick and Blooms.
Proven ability to communicate in a clear, concise manner.
Exceptional attention to detail with a solutions-oriented mentality.
Self-motivated and proactive with excellent analytical and decision-making skills.

Dialpad benefits and perksBenefits, time-off, and wellness

An apple a day keeps the doctor away-and it doesn't hurt that we offer flexible time off and 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.

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
Teamwork makes the dream work, and Dialpad offers competitive salaries 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.

Read the full job description and apply online on the recuiter's web-site

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