Your role
As a Partner Experience Manager, you'll bridge the gap between our Partner ecosystem and our internal Partner and cross-functional teams. You’ll improve partner and customer outcomes through strong relationship-building, product knowledge, planning, and execution for our partner base. In tight collaboration with our Sales, Support, Professional Services, and Product teams, you'll act as a frontline resource for our partner ecosystem, helping them navigate all things Dialpad and improving their experience when engaged with us on new opportunities and their existing Dialpad customer base.
This role has future potential to scale from an individual contributor to a leadership role. We are looking for the right individual to build and lead this program into the future with the ability to scale with our hyper-growth partner program.
Dialpad’s Partner team plays an essential role in our GTM motions. This team collaborates closely with our Pre and Post-Sales teams to constantly improve our new customer acquisition and the expansion of our customer base.
First and foremost, you love working with partners and helping them realize value by achieving (or exceeding) their goals. You know how to communicate clearly, use data to your advantage, and organize your time like a pro. Picking up new technology skills excites you, and even though you might not yet be an expert on modern, cloud-based communications and real-time AI platforms, the idea of mastering this knowledge at Dialpad gets you fired up. You are a seasoned veteran when it comes to Partner and Customer Experience, and you are obsessed with customer happiness.
What you’ll do
- Act as a first line of communication for our partners to assist with Dialpad Support, Professional Services, and Billing inquiries and help navigate these through resolution.
- Act as the liaison between our Certified Delivery Partners and the internal training and support teams aligned to that program.
- Work closely with our partners on their very first sale with Dialpad to ensure a white-glove experience for them and their customer.
- Help enable our partners to uncover more new business through the use of tools designed to improve account mapping and identify mutual customer prospects.
- Work closely with cross-functional Dialpad teams, including Professional Services, Support, Billing, and Client Success, to ensure tight alignment and enable a consistent partner experience across all stages of the partner and customer journey.
Skills you’ll bring
- 5+ years of relevant Channel Partnerships experience working at a SaaS company.
- Experience and comfort interacting with, building enduring relationships with, and influencing C-level executives.
- Expertise working with end-user customers and an understanding of their unique qualities.
- Strong presentation, meeting facilitation, oral, and written communication skills.
- Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately.
- Ability to work cross-departmentally.
- Ability to lead, manage, and influence both internal and customer resources to achieve positive outcomes.
- Strong analytical and problem-solving skills.
- Willingness to travel to customer and partner locations.
