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The Customer Support Representative will assist customers with technical issues, solve problems, and engage with various teams to enhance customer experience.

Lead strategy and roadmap for Dialpad's Platform & Agentic Integrations, owning APIs, webhooks, MCP, custom connectors, and integration management. Define platform primitives, enable third-party systems and AI Agents to take action, build connector discovery/observability tooling, and partner cross-functionally to deliver secure, scalable integration experiences.

Lead and mentor a team of Customer Success Managers for Key Accounts to drive product adoption, retention, and expansion. Act as customer advocate, manage escalations, monitor account health, collaborate cross-functionally, report KPIs to leadership, and develop strategies for at-risk customers and long-term customer value.

Lead post-sales customer success activities, manage escalations, mentor CSMs, drive adoption and renewals, act as customer advocate cross-functionally, and proactively mitigate churn through relationship building and product expertise.

The Account Executive, Mid-Market will manage the entire sales process to convert leads into clients, build campaigns, and close complex deals.

Own the full sales cycle for mid-market accounts: prospect, build pipeline, manage complex multi-stakeholder deals, forecast, and close opportunities for Dialpad products (Talk, Contact Center, Sell). Collaborate with Sales leadership and Sales Engineers to drive adoption and expand revenue.

Drive scale and efficiency for high-volume Commercial and SMB sales: define stage criteria, enforce pipeline hygiene, own forecast methodology, run pipeline and forecast reviews, surface biases and risks, and translate execution issues into process and system improvements.

Lead APAC Customer Success, Support, and Professional Services to ensure successful enterprise deployments, adoption, retention, and expansion. Drive regional strategy, cross-functional alignment with Sales/Product/Engineering, oversee PS delivery and escalations, own executive customer advocacy, revenue growth, and KPI tracking (CSAT, NRR, PS utilization).

Lead platform-level product design for AI-first business communications. Define patterns, primitives, and interaction models, ship coded prototypes and production code, evolve the design system, mentor designers, and drive cross-team AI-enabled tooling and infrastructure.

Drive revenue execution for high-volume Commercial and SMB motions by enforcing pipeline stage criteria, improving forecast methodology, running pipeline councils, eliminating poorly qualified or stalled deals, and partnering with analytics and systems teams to convert insights into process and system improvements that increase forecast accuracy and velocity.