What are the responsibilities and job description for the Director, Professional Services position at Dialpad?
Job Description
Job Description
About Dialpad
Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, Google Ventures, and ICONIQ Capital, Dialpad is a dynamic force in Ai technology with a rapidly expanding presence. Visit dialpad.com to learn more.
Your role
Dialpad is seeking a dynamic and experienced Director, Professional Services to lead our global Professional Services team. This role is pivotal in ensuring customer success and satisfaction through the delivery of high-quality implementation, integration, and consulting services. This role reports to the VP of Professional Services. In tight collaboration with our Sales, Support, Professional Services, and Product teams you'll work three times per week out of our downtown Austin, TX office. Remote candidates will not be considered.
What you'll do
- Leadership and Strategy :
- Develop and implement strategic plans for the Professional Services division to support overall company goals.
- Lead, mentor, and grow a high-performing team of service delivery professionals.
- Collaborate with cross-functional teams to ensure alignment and support for professional services initiatives.
- Customer Success :
- Drive customer success by ensuring the timely and effective delivery of implementation, training, and consulting services.
- Develop and maintain strong relationships with key customers to understand their needs and deliver tailored solutions.
- Monitor customer satisfaction and implement strategies to improve service quality and customer loyalty.
- Operational Excellence :
- Oversee the professional services operations, including project management, resource allocation, and process improvements.
- Foster a great relationship with Sales to ensure a successful transition from Sales to Professional Services.
- Establish and track key performance indicators (KPIs) to measure the effectiveness and efficiency of the professional services team.
- Implement best practices for project delivery, ensuring consistency, scalability, and repeatability.
- Revenue Growth :
- Identify and develop new business opportunities within existing and potential customer accounts.
- Work closely with the sales team to support pre-sales activities, including scoping, proposal development, and customer presentations.
- Drive revenue growth through the successful delivery of billable services and upsell opportunities.
Skills you'll bring
Dialpad benefits and perks
Benefits, time-off, and wellness
An apple a day keeps the doctor away—and it doesn't hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!
Professional development
Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.
Culture
We've been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.
Compensation
Teamwork makes the dream work, and Dialpad offers competitive salaries because each and every Dialer participates in our success.
Diversity, Equity, and Inclusion (DEI) at Dialpad
At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it's our responsibility to come together to create a culture where all Dialers can Work Beautifully , Delight Our Users, and Innovate Continuously to bring our world-class product to life.
Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.
Don't meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.
