Manager, Customer Onboarding

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 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 Responsible for identifying, developing, and retaining high-performing employees within the organization. The role involves developing and implementing talent management strategies that align with the organization's business goals and objectives. 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. 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.