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Manager of Professional Services - Austin, TX

Sales | Austin, TX | Full Time

Job Description

At Dialpad, we're a team of do-ers. A team that thinks outside the box and when that doesn't work, we reinvent it. We don't settle for the status quo and neither do the things we build. Led by the same minds behind Google Voice, we build products that get businesses talking—whether it's across the hall, street, or country.

With $70 million in funding from Google Ventures, Andreessen Horowitz, and other top VC’s along with engineers from companies like Microsoft and Google, every member of our team plays an essential role in creating a voice product that doesn’t just combine design and mobility but works with you wherever productivity may strike.

The Manager of Professional Services at Dialpad is responsible for the successful delivery of all deployments in our product suite including Dialpad, Uberconference, and Call Center. The Manager of Professional Services will be responsible for directly supervising a group of Project Managers and Solution Architects.    

As the Manager of Professional Services, you are responsible for making sure that all projects get assigned in a timely manner.  Projects should be managed successfully and stay consistent with Dialpad’s deployment methodology while also making sure that customers are fully satisfied with the success of our deployments.

Responsibilities:

  • Works closely with VP of Customer Success and Sales Leaders to ensure proper customer expectations have been set up front to deliver a Successful Deployment for our customers on all assigned deployments

  • Work within Salesforce and SmartSheets to ensure all Project Managers and Solution Architects are adhering to the Dialpad Deployment Methodology.

  • Work closely with the Sales team on key pre-sales opportunities and ensure the Deployment team is able to deliver on the scope of work

  • Monitor and report on key performance indicators for the Deployment team to ensure we are meeting or exceeding all goals

  • Anticipate demand and assign Project team to all new paid deployments and maintain appropriate utilization of the team

  • Manage any customer escalations related to active deployments to ensure Dialpad is driving customer satisfaction

  • Serve as the customer advocate within the Deployment team to ensure strong relationships with all Dialpad customers

  • Work cross functionally with Sales, Sales Engineering, Customer Success, Support, Engineering and Product Management to ensure close alignment on our all deployment activities

  • Ensure all deployments have a seamless and successful handoff to Customer Success and Support

  • Assist with hiring, training, and mentoring the Deployment team

  • Ensure all Project Managers and Solution Architects receive relevant training to maintain expertise on our deployment process and products

  • Ensure the Deployment team is aligned to the overall services and company strategic objectives

Requirements:

  • Bachelor’s Degree (preferred)

  • 3-5 years of management experience

  • Experience managing people in remote locations

  • Experience in working with Sales and Customers in a pre-sales capacity

  • Strong customer facing skills

  • Strong escalation management skills with a proven track record of remaining calm in stressful situations

  • Critical thinker and proven ability to identify creative and scalable solutions to problems faced in a business environment

  • Self-motivated and ability to work cross-functionally

  • Strong presentation, meeting facilitation, and written communication skills

  • Familiarity working with customers of all sizes

  • Willingness to travel to customer locations

  • Excellent time management and organizational skills with the ability to track numerous details

  • Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients

  • Ability to travel up to 25% domestically and internationally

About Us:

Poolside. Backyard BBQ. Third booth from the left. Here’s where you’ll find the anywhere workers of Dialpad. Because for us, work is a thing you do not a place you go. And with a customer base of 45,000, we’re helping build voice products that empower the next generation of anywhere workers.

Joining our team means collaborating with people that aren’t just passionate about their work but about Argentine tango, musicals, sushi burritos, comic books, country music, table tennis - you name it. Because if you’re going to redefine the status quo, you need a group of people hungry to do more, to see more, and be more than where they started.

There’s no idea too crazy and no task too small — we work together to make things we’re proud of.

Compensation & Equity

Teamwork makes the dream work. We recognize that our dedicated team members are what make our success. That’s why we offer competitive salaries in addition to stock options.

Healthcare

An apple a day keeps the doctor away,and it doesn’t hurt that we offer 100% paid medical, dental, and vision plans for our employees.

Reimbursements

We offer a monthly stipend to help cover your cell phone, home internet, and even gym membership costs.

Office Meals

Bon Appetit! Enjoy catered lunches, free snacks & drinks (both healthy and unhealthy - no judgment!)

Location, Location, Location

San Francisco <> Raleigh <> Vancouver <> Tokyo <> Austin <> San Jose. From coast to coast, our offices are nestled in active and growing downtown areas.