Description
We're seeking a Project Manager to join our Partner Professional Services team. As a key player, you'll ensure 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.
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.
Key responsibilities include:
- Taking full ownership of customer deployment projects, ensuring the successful implementation of all Dialpad products and features.
- Applying the Dialpad deployment methodology and leveraging various tools to seamlessly onboard our customers.
- Managing changes to the deployment scope and schedule, identifying potential risks and implementing mitigation strategies.
- Cultivating and maintaining strong relationships with the customer and all key stakeholders, ensuring clear communication and alignment throughout the project lifecycle.
- Creating and maintaining thorough project documentation, ensuring all project details, decisions, and progress are accurately recorded.
- Meeting regularly with customers to verify and track all project requirements, ensuring a clear understanding of deliverables.
- Partnering with Dialpad Solution Architects to form a dedicated deployment team focused on excellent customer success and project delivery.
- Utilizing various cloud platforms and tools (e.g., Salesforce, PSA tools) to manage, track, and monitor your projects and customer health.
- Ensuring that all projects are delivered on time and within scope, meeting established success criteria.
- Conducting admin training sessions for customers, assisting with configuring integrations, supporting device provisioning, and troubleshooting complex issues as needed.
- Monitoring and reporting regularly on the status of your projects to your manager and the leadership team, escalating issues as needed.
- Addressing and resolving customer escalations and risks on active projects, ensuring quick resolutions and high customer satisfaction.
- Ensuring seamless and successful project handoffs to our Customer Success and Support teams.
To succeed in this role, you'll need:
- A Bachelor's Degree (preferred).
- 3-5 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.