Client Account Executive, Mid-Market

About the role

Dialpad is a cloud-based business communications platform that provides phone, video, and messaging tools to organizations across a wide range of industries. The Client Account Executive, Mid-Market role at Dialpad centers on managing and strengthening relationships with customers operating in the mid-market segment. This position is responsible for ensuring that existing clients achieve their desired business outcomes through effective use of the Dialpad platform and its associated services. The role is based in Denver and requires close coordination with both the sales and customer success teams to deliver a consistent and positive experience for every account. Candidates should be prepared to take ownership of a portfolio of mid-market accounts and drive long-term customer satisfaction, retention, and growth through proactive engagement and strategic guidance. You will act as the primary point of contact for your assigned accounts, translating business challenges into tailored communication solutions that maximize the value of their Dialpad investment. You will leverage your expertise to identify expansion opportunities within existing accounts, ensuring that the platform evolves alongside their growing needs. You will serve as a critical bridge between the customer and the internal organization, advocating for client priorities while aligning with Dialpad's strategic objectives. This role requires a disciplined approach to managing multiple workflows and maintaining meticulous records to ensure no account interaction is overlooked. Ultimately, you will drive measurable improvements in customer health scores and foster long-term loyalty by delivering consistent, high-touch support.

Key facts

Requirements

You must possess a proven track record of managing client accounts in a B2B SaaS or technology environment, with a clear focus on retention and growth. You must demonstrate strong written and verbal communication skills, with the ability to present complex topics clearly to both technical and executive-level audiences. You must have experience working with mid-market accounts, typically defined as organizations with between 100 and 1,000 employees, as this is essential for success in the role. You must hold a Bachelor's degree or equivalent practical experience in business, communications, or a related field to meet the baseline qualifications for this position. You must be willing and able to travel up to 20 percent of the time to support client meetings, conferences, and company events as required. You must show proficiency with CRM tools and maintain an accurate track record of tracking pipeline, forecasting, and account metrics to support strategic decision-making. You must demonstrate a proven ability to negotiate contracts, manage renewals, and handle pricing discussions with confidence and professionalism in all client interactions. You must operate comfortably within a fast-paced environment and effectively manage multiple accounts simultaneously without compromising attention to detail or quality of service.

Nice to have

Experience with unified communications or contact center platforms beyond Dialpad is a strong asset for this position. Familiarity with the Denver metro area or a demonstrated willingness to relocate to the Denver area is preferred for candidates based outside the region. Prior experience in the healthcare, financial services, or education verticals can be particularly beneficial given the specific composition of Dialpad's customer base. A background in conducting data-driven business reviews using analytics and reporting tools to measure account performance and identify growth opportunities is highly regarded. Candidates who have previously managed complex contract negotiations and demonstrated success in expanding customer relationships will stand out in review.

What you'll do

You will analyze account usage data to uncover insights that inform strategic account plans and drive targeted interventions. You will develop and own tailored account plans that align Dialpad's solutions with the specific business objectives of each mid-market customer. You will partner with Sales and Customer Success leadership to identify cross-sell and upsell opportunities that enhance the value delivered to each account. You will facilitate regular business reviews with stakeholders to review performance metrics, discuss challenges, and outline actionable next steps. You will coordinate internal resources to resolve complex client issues, ensuring timely escalations and maintaining high levels of customer trust. You will present the strategic benefits of Dialpad's platform to executive sponsors, highlighting ROI and alignment with organizational goals. You will manage the end-to-end renewal process, including documentation preparation, stakeholder alignment, and proactive negotiation support. You will act as a key consultant to customers, advising them on best practices for adoption, feature utilization, and workflow optimization. You will track competitive activity and market trends to ensure that Dialpad's positioning remains relevant and compelling to mid-market segments. You will collaborate with marketing and product teams to provide frontline feedback that influences product enhancements and messaging strategies.

Practical notes

This role is based in Dialpad's Denver office and requires on-site presence during standard business hours on most days. The hiring process includes multiple rounds of interviews with the sales leadership and potential team members to assess fit and capability. Candidates should expect a thorough review of their account management experience, client-facing communication skills, and knowledge of the communications technology landscape. The position reports to the Director of Sales or a similar leadership role within the mid-market sales organization and works closely with cross-functional teams.