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.
