Your role
As a Project Manager on our Partner Professional Services team, you'll be a key player in ensuring the successful deployment of Dialpad solutions for customers brought to us by our valued partners. Your expertise will be focused exclusively on these partner-sourced projects, where you'll work to deliver exceptional customer experiences and address any challenges that may surface during the project lifecycle.
We're looking for someone who is customer-centric, loves organization, and genuinely enjoys helping new customers get started. You'll have a real voice on the team and own the entire deployment process for your customers, playing a crucial role in setting them up for long-term success. From the initial call to the final steps, you'll guide customers through our proven Dialpad deployment methodology, managing every aspect and coordinating with technical experts as needed.
This role is vital for educating and onboarding customers on Dialpad products, all while expertly navigating the relationships between our partners and our shared customers. You'll collaborate closely with our Sales, Customer Success, and Support teams to directly contribute to our customers' success and retention.
This position reports directly to our Senior Manager, Partner Professional Services.
Candidates must be able to work US hours.
What you’ll do
- Take full ownership of customer deployment projects, ensuring the successful implementation of all Dialpad products and features.
- Apply the Dialpad deployment methodology and leverage various tools to seamlessly onboard our customers.
- Manage changes to the deployment scope and schedule, identifying potential risks and implementing mitigation strategies.
- Cultivate and maintain strong relationships with the customer and all key stakeholders, ensuring clear communication and alignment throughout the project lifecycle.
- Create and maintain thorough project documentation, ensuring all project details, decisions, and progress are accurately recorded.
- Meet regularly with customers to verify and track all project requirements, ensuring a clear understanding of deliverables.
- Partner with Dialpad Solution Architects to form a dedicated deployment team focused on excellent customer success and project delivery.
- Utilize various cloud platforms and tools (e.g., Salesforce, PSA tools) to manage, track, and monitor your projects and customer health.
- Ensure that all projects are delivered on time and within scope, meeting established success criteria.
- Conduct admin training sessions for customers, assist with configuring integrations, support device provisioning, and troubleshoot complex issues as needed.
- Monitor and report regularly on the status of your projects to your manager and the leadership team, escalating issues as needed.
- Address and resolve customer escalations and risks on active projects, ensuring quick resolutions and high customer satisfaction.
- Ensure seamless and successful project handoffs to our Customer Success and Support teams.
Skills you’ll bring
- Bachelor’s Degree (preferred).
- 1-3 years of project management experience, ideally in a customer-facing role.
- Prior experience working with project-tracking platforms.
- A keen eye for thorough and detailed project hygiene, including tracking hours and project tasks.
- Ability to lead project meetings, effectively hold customers accountable, and manage multiple simultaneous customer projects.
- Proficiency with G-Suite, Salesforce, Jira, and other cloud platforms.
- Strong digital communication skills, with an emphasis on visual and verbal clarity during remote interactions.
- Ability to work cross-functionally and collaborate effectively with Support, Customer Success, Marketing, Product, Channel Partner Managers, and other teams when needed.
