DialogTech (formerly Ifbyphone) powers human connections in a digital world. As the market leader in call analytics and optimization, we provide data-driven marketers with an end-to-end call attribution and conversion platform. This delivers transparency and control over every conversation, so companies can optimize lead generation, map the full path to conversion, and increase sales conversions.

Thanks to smartphones, consumers are calling businesses to engage in conversations at record rates throughout every stage of the customer journey, and at DialogTech we are changing the world of voice communications for our customers. We enable our customers to better attribute, route, personalize, and handle their voice interactions at each stage of the marketing and sales processes.

As the Vice President of Customer Success, you will be responsible for ensuring customer satisfaction and for driving business results through the development and identification of customer insights that lead to breakthrough opportunities across the company.

You will be successful in this position if you can:

• Own the responsibility for maintaining industry leading customer churn/retention metrics
• Personally conduct major account visits to assess from a non-sales role the quality and delivery of our services
• Lead the Customer Success Management, Learning & Support and Solutions Consulting & Implementations teams responsible for the complete post sales customer experience ranging from onboarding to account management to problem resolution
• Personally take the lead in working cross functionally to resolve key customer challenges
• Support initiatives and other priorities by injecting the customers' perspective into the product/service development and deployment process
• Manage studies to gain insights into customer satisfaction
• Continuously measure and refine the customer and client experience strategy – including dimensions related to service levels, product roadmap, and net promoter scores
• Create and socialize key performance metrics surrounding the customer experience and measure, analyze, and develop organizational recommendations

In other words, the Vice President of Customer Success is responsible for ensuring we delight our customers.

Talents required for success:

• Deep understanding of the customer journey, including customer support, account management, problem resolution and SaaS support and onboarding best practices
• Excellent communicator with superior verbal, written, interpersonal, and presentation skills
• Ability to think critically and problem solve in a fast-paced, entrepreneurial environment
• Martech/adtech and/or SaaS experience preferred
• 15+ years of experience in a customer success or pre-sales role; 5+ years at a management level
• Bachelor’s Degree Required; MBA Highly Preferred
• This role will require up to 25 percent travel

At Dialog Tech, we hire SWANs, Smarter than average, hard Working, Ambitious, and Nice – we make every minute count and have fun doing it. Be a part of a team pushing the boundaries of technology! Join us at one of the 101 Best Places to Work in Chicago and nationally, 6 times running!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.