Senior Manager, Partner Professional Services

Dialpad Japan; Kitchener; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading AI-powered communications platform is seeking a Senior Manager, Partner Professional Services to lead deployments and onboardings in Kitchener, Ontario. The role involves managing technical teams, ensuring high-quality work, and optimizing customer experiences. Ideal candidates will have management experience, exceptional customer-facing skills, and the ability to manage a remote workforce. This full-time position is perfect for those who thrive in a dynamic environment.

Benefits

Competitive benefits and perks

Robust training program

Inclusive and vibrant work environment

Qualifications

• 3-5 years of management experience leading technical or professional services teams.
• Proven experience managing a remote workforce.
• Exceptional customer-facing skills and strong escalation management abilities.

Responsibilities

• Lead deployment and onboarding from the partner ecosystem.
• Monitor and report key performance indicators for the team.
• Manage customer escalations for active projects.

Skills

Management experience

Customer-facing skills

Critical thinking

Time management

Presentation skills

Education

Bachelor’s Degree

Tools

Salesforce

Job description

Overview

Senior Manager, Partner Professional Services is responsible for leading the delivery of deployments and onboardings from the partner ecosystem. You will directly manage a team of Project Managers, Solution Architects, and Onboarding Specialists, ensuring high-quality work and partner/customer satisfaction for partner-sourced projects. You will collaborate with cross-functional teams to improve deployment and change management processes and contribute to customer success and retention. Candidates must be able to work US hours.

Responsibilities

• Collaborate with Customer Success Leaders, Sales Leaders, and Channel Partner Managers to set expectations and ensure successful deployments and onboardings for all projects.
• Use Salesforce and PSA tools to ensure Project Managers and Solution Architects follow the Dialpad deployment methodology.
• Monitor and report key performance indicators for the Partner Professional Services team to meet or exceed goals.
• Anticipate team demand based on the sales pipeline, assign new projects promptly, and maintain target utilization rates for all roles.
• Manage customer escalations for active projects, drive quick resolutions, and maintain high customer satisfaction.
• Represent the customer within the Partner Professional Services team and build strong relationships with Dialpad customers.
• Drive cross-functional alignment with Sales, Channel Partner Managers, Sales Engineering, Customer Success, Support, Engineering, and Product Management to optimize the customer experience.
• Ensure seamless and successful handoffs to Customer Success and Support.
• Participate in hiring, training, and mentoring the Partner Professional Services team.
• Provide ongoing training to Project Managers, Solution Architects, and Onboarding Specialists to elevate expertise in Dialpad processes and products.
• Align the Partner Professional Services team with overall service delivery practices and the company’s strategic objectives.

Qualifications

• 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 strong understanding of sales and customer functions.
• Direct experience with partner management and relationships.
• Exceptional customer-facing skills and strong escalation management abilities.
• Critical thinking with a track record of identifying creative, scalable solutions.
• Self-motivated with strong cross-functional collaboration.
• Excellent presentation, meeting facilitation, and written communication skills.
• Experience working with customers of all sizes, from SMB to Enterprise.
• Excellent time management and organizational skills with the ability to manage numerous details simultaneously.
• Desire to thrive in a dynamic startup environment where your input shapes offerings and customer interactions.
• Ability to travel up to 25% domestically and internationally for customer on-sites or team events.

About Dialpad

Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies 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 meet our high standards and 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.

Benefits
Dialpad offers competitive benefits and perks, along with a robust training program. We maintain inclusive offices and a vibrant environment to cultivate collaboration and connection. Our culture is recognized as a Great Place to Work, ensuring every employee feels valued and empowered.

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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Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Project Management and Information Technology
• Industries
• Telecommunications