Lead, Advanced Support Partner Services

Overview

Dialpad is seeking a Lead, Advanced Support Partner Services to lead our advanced partner support efforts and strategies with enterprise customers. This role combines leadership, strategic customer success, and hands-on excellence in Dialpad’s cloud communications platform.

Responsibilities

• Lead and mentor a team delivering advanced support to strategic Dialpad partners and enterprise clients.
• Partner with Sales, Professional Services, and Product to ensure successful onboarding, adoption, and value realization for customers.
• Develop and manage service levels, playbooks, and escalation processes for high-priority accounts.
• Define, track, and improve customer success metrics and partner performance.
• Identify opportunities for expansion and collaborate on renewal efforts with account teams.
• Contribute to product feedback, roadmap discussions, and durable solutions for enterprise customers.

Requirements

• 5+ years of experience in customer support, partner services, or enterprise account management, with a track record of leading high-performing teams.
• Strong communication, relationship-building, and stakeholder management skills.
• Experience with cloud communications, collaboration platforms, or enterprise software is a plus.
• Ability to work cross-functionally across Sales, Product, and Support teams.
• Leadership mindset with a customer-centric approach and strong problem-solving abilities.

About Dialpad

Dialpad is a modern cloud communications company that helps teams communicate and collaborate more effectively through AI-powered phone, video, and messaging solutions.