Sr. Project Manager

Your role
As a Sr. Project Manager, you will own the end-to-end deployment process for Enterprise customers, leading complex implementations from kickoff through successful launch and adoption. Throughout each engagement, you will guide customers through the Dialpad Deployment Methodology, managing project scope, timelines, risks, dependencies, and cross-functional stakeholders.

You will serve as a trusted advisor and subject matter expert, partnering closely with customers and internal teams to navigate complex requirements, drive accountability, and deliver successful business outcomes. With a strong understanding of SaaS implementations and customer environments, you will ensure each deployment is executed with rigor and sets our customers up for long-term success with Dialpad.

This position reports to our Sr. Manager, Professional Services, and is remote from North Carolina, USA.

What you’ll do

• 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.

Skills you’ll bring

• 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.