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Senior Manager, Partner Professional Services

Kitchener, Canada

About Dialpad
Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role

As the Senior Manager of Partner Professional Services, you'll lead the successful delivery of all deployments and onboardings originating from our vital partner ecosystem. You'll directly manage and empower a team of Project Managers, Solution Architects, and Onboarding Specialists, ensuring they have the right skills and resources to deliver exceptional work for our customers. Your focus will be exclusively on partner-sourced projects, where you'll collaborate closely with our partners to maintain high customer and partner satisfaction and proactively address any challenges that may surface during the project lifecycle.

This role is critical in educating and onboarding customers on Dialpad products and expertly navigating the relationships between our partners and our shared customers. You'll work cross-functionally with Sales, Customer Success, and Support to continually improve our product deployment and change management processes, directly contributing to our customers' success and retention.

Candidates must be able to work US hours.

What you’ll do

  • Collaborate closely with Customer Success Leaders, Sales Leaders, and Channel Partner Managers to set customer expectations, ensuring successful deployments and onboardings for all projects.
  • Utilize Salesforce and PSA tools to ensure all Project Managers and Solution Architects are adhering to the Dialpad deployment methodology.
  • Monitor and report on key performance indicators for the Partner Professional Services team, ensuring we consistently meet or exceed our goals.
  • Proactively anticipate team demand based on the sales pipeline, assign new projects promptly to resources, and maintain target utilization rates for all roles.
  • Manage customer escalations for active projects, driving quick resolutions and ensuring high customer satisfaction.
  • Act as a dedicated customer advocate within the Partner Professional Services team, fostering strong relationships with Dialpad customers.
  • Drive cross-functional alignment by collaborating with Sales, Channel Partner Managers, Sales Engineering, Customer Success, Support, Engineering, and Product Management to optimize the customer experience.
  • Ensure seamless and successful project handoffs to Customer Success and Support.
  • Actively participate in hiring, training, and mentoring the Partner Professional Services team.
  • Ensure Project Managers, Solution Architects, and Onboarding Specialists receive ongoing training to uplevel expertise in Dialpad processes and products.
  • Align the Partner Professional Services team with overall service delivery practices and the company's strategic objectives.

Skills you’ll bring

  • Bachelor’s Degree (preferred).
  • 3-5 years of management experience, ideally leading technical or professional services teams.
  • Proven experience managing a remote workforce.
  • Background in pre-sales or a strong understanding of sales and customer functions.
  • Direct experience working within partner management and relationships.
  • Exceptional customer-facing skills.
  • Strong escalation management skills with a demonstrated ability to remain calm and effective in high-pressure situations.
  • A critical thinker with a track record of identifying creative and scalable solutions to business challenges.
  • Self-motivated and adept at cross-functional collaboration.
  • Excellent presentation, meeting facilitation, and written communication skills.
  • Familiarity working with customers of all sizes, from SMB to Enterprise.
  • Exceptional time management and organizational skills, with the ability to manage numerous details simultaneously.
  • A desire to thrive in a dynamic startup environment where your input directly shapes our offerings and customer interactions.
  • Ability to travel up to 25% domestically and internationally for customer on-sites or team events.

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps 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, recognized repeatedly as a certified Great Place to Work, ensures 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 you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy 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.

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