Sr. Project Manager

Dialpad is an AI platform for customer experience that helps organizations resolve customer problems through voice and digital interactions. The Sr. Project Manager owns end-to-end Enterprise customer deployments, leading complex implementations, managing project scope and risks, coordinating cross-functional stakeholders, and ensuring successful adoption and long-term customer outcomes.

Responsibilities:

• Master Dialpad’s deployment methodology, products, and tools to successfully lead complex Enterprise implementations
• Own end-to-end deployment projects for Enterprise customers, implementing Dialpad products, features, integrations, and AI-powered capabilities
• Develop and manage project plans, timelines, milestones, dependencies, risks, and customer deliverables across multiple simultaneous implementations
• Use cloud-based project management tools to track project progress, maintain project health, and provide clear visibility to customers and internal stakeholders
• Lead customer project meetings, establish clear expectations and accountability, and proactively identify and resolve risks or blockers
• Deliver administrator training, coordinate integrations and device provisioning, and partner with technical teams to troubleshoot complex implementation issues
• Partner closely with Dialpad Solution Architects as a unified deployment team focused on successful project delivery and customer outcomes
• Collaborate cross-functionally with Customer Success, Account Management, Support, Product, and other key stakeholders throughout the customer journey
• Manage escalations and project changes effectively, communicating risks, solutions, tradeoffs, and recommended paths forward to customer executives and internal leadership
• Ensure customers are successfully transitioned from implementation into ongoing adoption and long-term success with Dialpad

Requirements:

• Bachelor's degree or equivalent practical experience working with SaaS products and implementations
• 8+ years of Project Management experience, preferably within VoIP, UCaaS, CCaaS, telecommunications, or Enterprise SaaS
• Demonstrated experience leading complex, multi-phase Enterprise SaaS implementations for Fortune 1000 or similarly complex organizations
• Proven ability to manage multiple concurrent customer projects while maintaining strong project governance, documentation, and attention to detail
• Strong project management discipline, including managing scope, timelines, milestones, risks, dependencies, project hours, and deliverables
• Ability to lead executive-level customer conversations, drive accountability, and confidently navigate challenging project situations
• Strong escalation, risk, and change management skills, with the ability to develop and communicate clear solutions and mitigation plans
• Experience working with Smartsheet or similar project management and tracking platforms
• Experience with Microsoft 365, Google Workspace, Salesforce, Jira, and other cloud-based business platforms
• Strong cross-functional collaboration skills, with experience partnering across Customer Success, Support, Product, Sales, and other teams
• Experience consulting with C-level executives and senior leadership to communicate implementation status, risks, issues, solutions, and tradeoffs
• PMP, PMI, or similar project management certification is a plus