Sr. Business Value Consultant, Agentic AI

Job description

**About Dialpad**Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage. Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved. Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile. **Being a Dialer** At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: **Scrappy, Curious, Optimistic, Persistent, and Empathetic**. **Your role**As a Business Value Consultant for Agentic AI, you will help strategic customers turn ambitious AI deployments into measurable, defensible business outcomes. You will connect the value promised during the sales process to the data generated after launch—establishing baselines, defining success metrics, building dashboards and business cases, and creating executive-level narratives that demonstrate whether an agentic deployment delivered on its promises. This is a hybrid strategy, analytics, and customer-facing role. You will move comfortably between an ROI conversation with a CFO, a value review with a customer success team, and the underlying telemetry, usage, billing, and operational data that make the story credible. You will help establish a scalable discipline for proving that the value sold is the value realized. Your work will give customers a clear view of progress, equip account teams with evidence-based renewal and expansion narratives, and create repeatable value models for Dialpad’s strategic Agentic AI customers. **What you’ll do** - Participate in qualified discovery workshops as the customer-value partner on a cross-functional account team. - Understand current-state workflows, intents, handoffs, pain points, operating conditions, and business priorities. - Identify high-impact automation opportunities and the instrumentation needed to measure them. - Translate customer objectives, contractual commitments, and desired outcomes into practical measurement plans. - Define the value hypothesis, baseline performance, target outcomes, KPIs, success criteria, assumptions, owners, and data sources. - Partner with Sales to identify the outcomes that matter most to the economic buyer, operational champion, and executive sponsor. - Focus each account on a manageable set of meaningful value measures rather than tracking every possible metric. - Develop financial and operational models that may include ROI, total cost of ownership, payback, time-to-value, adoption, quality, customer experience, and risk reduction. - Identify measurement risks early, including unclear baselines, unavailable data, changing operating conditions, or targets that are not meaningful to the customer. - Partner with Product, Engineering, Finance, and customer teams to connect relevant data sources and define measurement and reporting requirements before launch. - Reconcile data discrepancies and investigate anomalies before customer-facing reporting is published. - Build customer value-management dashboards and scorecards. - Turn complex data into clear insights that customers and internal teams can act on. - Work with Product, Engineering, and Professional Services on structured launch-readiness reviews for strategic deployments. - Maintain visibility into the value story throughout implementation and identify gaps between expected and realized outcomes. - Ensure delivery teams understand what customer success looks like and how success will be measured. - Lead or co-lead customer value conversations. - Present progress through dashboards and executive readouts that clearly distinguish outcomes, evidence, assumptions, risks, and recommended actions. - Help customers connect operational improvements to broader business priorities. - Support the transition from deployment into ongoing managed services or Customer Success engagement. **Skills you'll bring** - 6+ years of experience in value engineering, management consulting, strategic finance, customer analytics, business operations, business intelligence, or a related customer-facing role in enterprise software, AI, or technology. - Demonstrated ability to build business cases that withstand scrutiny from CFO-, VP-, and executive-level stakeholders. - Experience translating ambiguous business goals into measurable outcomes, baselines, targets, and operating plans. - Experience participating in customer discovery, business-process mapping, or workflow analysis for enterprise customers. - Experience defining contact-center or operational baselines such as fully loaded cost per contact, average handle time by intent, first-contact resolution, containment, or transfer outcomes. - Comfort owning the numbers in front of an executive sponsor and explaining both the conclusion and the assumptions behind it. - Working fluency with product data, usage data, billing or pricing data, and financial or operational modeling. - Experience using spreadsheets and at least one BI, analytics, or data-querying tool to investigate data and communicate insights. - Strong written and verbal communication skills, including the ability to make complex analysis clear, concise, and decision-oriented. - Ability to manage multiple strategic accounts or workstreams while maintaining disciplined follow-through on milestones, data quality, and customer commitments. - Experience collaborating across Customer Success, Professional Services, Sales, Product, Engineering, and Finance. - A practical, curious, and accountable working style—you know when to challenge an assumption, investigate further, and make a recommendation. **Why Join Dialpad** - Work at the center of the AI transformation in business communications - Build and ship agentic AI products that are redefining how companies operate - Join a team where AI amplifies every employee’s impact - Competitive salary, comprehensive benefits, and real opportunities for growth We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a [Great Place to Work](https://www.greatplacetowork.com/certified-company/7007999#:~:text=91%25%20of%20employees%20at%20Dialpad,a%20typical%20U.S.-based%20company.&text=Source:%20Great%20Place%20To%20Work%C2%AE%202021%20Global%20Employee%20Engagement%20Study.&text=When%20you%20join%20the%20company,%20you%20are%20made%20to%20feel%20welcome.&text=People%20here%20are%20given%20a%20lot%20of%20responsibility), ensures that every employee feels valued and empowered to contribute to our collective success. Don’t meet every single requirement? If you’re excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply. *Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.*