Dialpad

Role Description You should have a proven track record of excellent customer support. You will also be required to learn and understand our products and services inside and out, which will require a degree of curiosity and technical understanding. Lastly, you should be a very hard worker, professional in how you interact with customers, and deeply committed to helping users. As a member of the Customer Support Team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers may face. Dialpad’s Customer Support team plays an essential role in helping customers via all relevant communication channels. This team collaborates closely globally with higher-tier Customer Support, Engineering, Customer Success, Product, and Sales teams to continuously improve the customer experience. Qualifications - Minimum of 3 years in customer support (additional work experience in a technical field is preferred). - Proficiency in Windows/Mac OS. - Attention to detail and strong problem-solving skills. - Good written and verbal communication. - Passion for learning and working effectively with a variety of multicultural internal teams. - Experience with telecommunication or SaaS providers required. - Excellent internet connectivity required. Requirements - Respond to customer inquiries about technical issues with the Dialpad product across all relevant communication channels. - Resolve and troubleshoot customer issues, both simple and complex. - Engage with customers to quickly get to the root of their problem. - Provide timely and accurate customer feedback. - Manage multiple cases and communication channels simultaneously (call center, email, chat). - Handle user inquiries ranging from simple product questions to more complex technical support issues. - Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution. - Maintain or exceed our established service levels and productivity standards. - Able to work US core hours while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions. Benefits - Work at the center of the AI transformation in business communications. - Build and ship agentic AI products that are redefining how companies operate. - Join a team where AI amplifies every employee’s impact. - Competitive salary, comprehensive benefits, and real opportunities for growth. - Investing in our people with competitive benefits and perks, cutting-edge AI tools, and a robust training program. - Inclusive office environment designed to cultivate collaboration and connection. - Exceptional culture recognized as a Great Place to Work.

Role Description As an AVP, AI Ecosystem & Marketplace you’ll own formalizing our ISV and Strategic Technology Alliance motion. With Marketplace v2 nearing launch and a growing base of pre-existing ISV influence across the customer base, we are hiring an AVP to own the commercial strategy, partner ecosystem, and revenue motion for ISVs across Dialpad’s Contact Center, UC, Collaboration, and Agentic AI portfolio. This is a highly visible, founding-style senior role. You will be the single accountable leader for designing and scaling three distinct revenue motions: - OEM / Embed: Define the commercial model, pricing, and deal-desk process to embed Dialpad into third-party products. - Marketplace Resell: Build take-rate, listing, and co-sell motions across Google Cloud Marketplace and Dialpad’s marketplace with Product. - Referral / Influenced: Turn ISV-influenced pipeline into a measurable, repeatable motion with clear attribution, incentives, and SLAs. This position reports to our SVP, Channel Sales, and has the opportunity to be based remotely. This role requires travel. Qualifications - 10+ years in enterprise SaaS with at least 5 years focused on ISV, OEM, cloud marketplace, or strategic technology alliances. - Proven experience building or scaling a commercial motion on Google Cloud Marketplace, AWS Marketplace, or Azure Marketplace — including listing, co-sell, and take-rate economics. - Track record designing and closing OEM, embed, or rev-share agreements with measurable ARR contribution. - Demonstrated success partnering with Product and Engineering leadership to shape platform and marketplace roadmap. - Experience in Contact Center, Unified Communications, Collaboration, or Agentic AI / conversational AI categories strongly preferred. - Background in a Gartner Magic Quadrant or Canalys-tracked vendor environment, with fluency in analyst-driven category narratives. Requirements - Partner Strategy: Define and prioritize the ISV target map across CCaaS, UCaaS, collaboration, and agentic AI adjacencies. - Partner Lifecycle: Recruit, onboard, and activate strategic ISVs—from category leaders to high-growth AI-native players. - Alliances: Own executive relationships with hyperscalers (e.g., Google Cloud), aligning GTM with co-sell programs. - Product Alignment: Translate commercial needs into roadmap priorities with the CPO and marketplace product teams. - Financial Model: Partner with Finance on take-rate, rev-share, and OEM margin structures that withstand Board scrutiny. - GTM Alignment: Co-design attribution, comp, and deal registration with RevOps and CRO org to align channel and direct sales. - Governance: Partner with Legal on agreements, data terms, and commercial guardrails. - Revenue Delivery: Hit multi-million ARR targets for net-new ISV revenue using a staged investment model. - Channel Impact: Grow ISV-influenced bookings into a durable share of channel revenue. - Operating Cadence: Establish QBRs, pipeline reviews, and exec sponsor rhythms to ensure accountability. - Team Build: Develop the business case and hiring plan for ISV Partner, Alliance, and Program Ops teams as the motion scales. Benefits - Work at the center of the AI transformation in business communications. - Build and ship agentic AI products that are redefining how companies operate. - Join a team where AI amplifies every employee’s impact. - Competitive salary, comprehensive benefits, and real opportunities for growth. - Investing in our people with competitive benefits and perks, cutting-edge AI tools, and a robust training program. - Inclusive office environment designed to cultivate collaboration and connection. - Exceptional culture recognized as a Great Place to Work.

Role Description As a key member of our team, you will be instrumental in addressing complex customer challenges with creative solutions and driving process improvements. This remote role requires full on-camera engagement during US core hours (8 AM - 5 PM Pacific Time) from a dedicated, technically enabled workspace, requiring excellent internet connectivity. Your contributions will be vital to our team's success in a dynamic environment. - Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution. - Act as the voice of the customer within Dialpad, working cross-functionally with Sales, Marketing, Product, Engineering, and Data Science. - Develop a positive, trusted relationship with your customers by providing value throughout the customer partnership. - Retain long-term partnerships with customers by independently renewing successful customers. - Establish and oversee the customer's adoption, training, and development of best practices. - Maintain a deep understanding of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs. - Manage customer escalations by documenting open issues, facilitating regular status meetings, and working cross-functionally toward resolution. - Track accounts to identify churn risks and work proactively to mitigate those risks. Qualifications - 1-5 years of experience in Customer Success. - Experience with telecommunication or SaaS providers required. - A real passion for providing top-notch account management. - Strong written communication skills. - Excellent time management and organizational skills with the ability to track numerous details. - A desire to work in a dynamic startup where your input is valued. Benefits - Work at the center of the AI transformation in business communications. - Build and ship agentic AI products that are redefining how companies operate. - Join a team where AI amplifies every employee’s impact. - Competitive salary, comprehensive benefits, and real opportunities for growth. - Investing in our people with competitive benefits and perks, cutting-edge AI tools, and a robust training program. - Inclusive office environment designed to cultivate collaboration and connection. - Exceptional culture recognized as a Great Place to Work.

• You’ll be a go-to Dialpad expert for partners in your assigned territory. • Confident in presenting the Dialpad company presentation and product demonstration to channel partners. • You’ll recruit and onboard new channel partners by providing product training, solution demonstrations, and access to the partner portal. • You’ll be focused on building long-standing relationships with partners, consistently engaging with them to uncover and drive new business opportunities. • You’ll effectively oversee and manage the sales funnel to ensure all opportunities progress through the sales cycle. • You’ll be working closely with marketing to build partner recruitment webinars and sequences to increase Dialpad brand awareness amongst the partner community. • You will be an integral part of GTM motions.

Role Description As a Solutions Architect on our Professional Services team, you'll be the technical backbone of successful Dialpad deployments for our customers. Your expertise will focus on these projects, where you'll deliver an exceptional technical experience for Dialpad customers and address any challenges that may surface during the project lifecycle. You're a customer-centric, technically brilliant individual with a deep understanding of networking, telephony networks, and integrations using REST APIs. You thrive on the technical challenges that come with onboarding new clients and love being a valued team player. You'll step into a pivotal role where your problem-solving prowess and genuine passion for helping others will play a crucial part in setting our customers up for success from day one with Dialpad. This role is vital for educating and onboarding customers on Dialpad products, all while expertly navigating the relationships with our customers. You'll collaborate closely with our Sales, Customer Success, and Support teams to directly contribute to our customers' success and retention. This position reports directly to our Sr. Manager, Solutions Architect. Candidates must be able to work US hours. What you’ll do - Assist Dialpad's customers with their complex integration, hardware, and technical needs. - Conduct admin training sessions for customers, assist with configuring integrations, support device provisioning, and troubleshoot complex technical issues. - Design and configure contact center call flows, ensuring seamless integrations with business systems and accurate reporting data. - Collaborate with customers to understand their operational needs and tailor Dialpad solutions to optimize call handling, automation, and analytics. - Provision and configure desk phones, providing best practices and recommendations for an efficient setup. - Lead deployment efforts, overseeing call flow design, integrations, and system configurations to align precisely with business objectives. - Proactively troubleshoot issues and help identify and report bugs during deployments, ensuring a smooth transition and minimizing disruptions for end users. - Analyze and refine workflows, proactively identifying areas for improvement to enhance efficiency and performance. - Conduct video conferencing sessions to provide expert insights, guide clients through implementation, and ensure the adoption of best practices. - Cultivate and maintain strong relationships with the customer and all key stakeholders, ensuring clear communication and alignment throughout the project lifecycle. - Create and maintain thorough project documentation, accurately recording all project details, technical decisions, and progress. - Partner seamlessly with Dialpad Project Managers to form a dedicated deployment team focused on excellent customer success and project delivery. - Efficiently utilize various cloud platforms and tools (e.g., Salesforce, PSA tools) to manage, track, and monitor your projects and customer health. - Ensure that all projects are delivered on time and within scope, meeting established success criteria. - Monitor and regularly report on the status of your projects to your manager and the leadership team, escalating technical issues as needed. Skills you’ll bring - Excellent grasp of various modern cloud communications platforms such as Google G-Suite and Office 365. - Experience with Business VoIP Telephony Services (On-Premise or SaaS). - Understanding and experience with: - VoIP CODECs and technologies (G.711, G.729, G.722, OPUS, H.264, VP8, VP9, WebRTC, H.323, SIP, Network Analyzers). - Network Infrastructure (Firewalls, Routers, Switches & Wireless); WAN Technologies (MPLS, VPLS & SD-WAN). - Data Center Technologies (Public & Private Clouds). - Software components involved in enterprise service delivery (web servers, application servers, databases, web services, mainframes, network-attached storage, and other related technologies). - Proven track record in implementing CCaaS (Contact Center as a Service) and UCaaS (Unified Communications as a Service) solutions. - Engineering Services: Expertise in specialized technical and functional areas, including software engineering, programming languages, system integrations, and database management (nice-to-have). Benefits - Competitive benefits and perks. - Robust training program that helps you reach your full potential. - Inclusive office environment designed to cultivate collaboration and connection. - Exceptional culture recognized as a certified Great Place to Work.

Role Description As a member of the Platinum Support team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers and partners may face. This team is focused on supporting our partners who are supporting our product with their end users. As a great fit in this role, you will enjoy helping others solve complex problems and are able to drive issues to resolution while providing expectations about what the next steps are and who will execute them. You will have worked in a call center environment for a minimum of three years preferably processing incoming calls via a ticketing system in a SIP/Telco environment. Additionally, your background will ideally reflect some technical experience/knowledge surrounding LAN/WAN, Cloud technology and VoIP. What you’ll do - Deliver amazing service and support to our users by providing fast and accurate responses in a courteous and professional manner. - Handle user and partner inquiries ranging from simple product questions to more complex technical support issues. - Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution. - Work effectively with a variety of internal teams, including Sales, Engineering, and Product Management. - Create and maintain tickets with our engineering team at a high technical level. - Monitor all live channels (chat, phone and web form) as you are scheduled to do so. - Communicate with Dialpad partners quickly and effectively in a professional manner. - Attend any and all advanced trainings to become an expert in our products and service. - Adhere to all policies and procedures set forth by Dialpad and the Director/Manager of the Platinum Support team. - Strive to be a team player, maintaining communication with team members. - Maintain the set SLA (Service Level Agreement) for each partner and customer interaction. - Maintain the required Quality Assurance score for the Platinum Support team. - Maintain the targeting number of tickets completed every week and strive for one-touch resolve. Qualifications - College degree is required (technical degree is preferred). - Minimum of 5 years in customer support (additional work experience in a technical field is preferred). - Strong preference to having worked in the past for a well-known US company in support. - Good home computer and internet connectivity a must (will be verified). - Excellent English skills a must (candidates will be turned down if their responses to the ad contain grammatical errors). Salary Range For exceptional talent based in Ontario, Canada, the target base salary range for this position is: - $57,000 — $72,000 CAD Benefits We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success. Equal Opportunity Employer Dialpad is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.

About Dialpad Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. Visit dialpad.com to learn more. Being a Dialer At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers. We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic. Your role As the Manager of the Technical Account Managers (TAMs), you will lead and develop a team of Technical Account Managers who support Dialpad’s largest and most complex users. You’ll be responsible for people leadership, operational excellence, and driving TAM performance against clearly defined OKRs, including proactive customer touchpoints, time-to-resolution, and CSAT. You’ve previously worked as a TAM (or equivalent) and are comfortable rolling up your sleeves: coaching on complex technical scenarios, refining processes, and stepping in as a senior point of escalation when needed. You will work cross-functionally with Support, Customer Success, Sales, Product, and Engineering to ensure our TAM offering is predictable, scalable, and deeply aligned to customer outcomes. This position reports to our Director of Advanced Support Services and has the opportunity to be based remotely. The preferred schedule will be based on EST business hours but will be flexible depending on the needs of the business. What you’ll do - Lead, coach, and develop a team of TAMs supporting Dialpad’s largest and most complex users, with a focus on consistent, high-quality execution and career development. - Own the TAM OKRs and operating rhythm, ensuring the team meets or exceeds targets for: - Proactive customer touchpoints per account (e.g., regular check-ins, QBRs, health reviews). - Mean Time to Resolve (MTTR) for TAM-owned Zendesk tickets and high-priority JIRA escalations. - Customer sentiment / CSAT on TAM-associated tickets & engagements.citation_4:5 - Contribution to internal CX technical resources (cross-training sessions, content, and enablement). - Provide a gold-standard experience to key stakeholders across your team’s assigned accounts, ensuring TAMs act as trusted technical advisors rather than front-line support. - Establish and refine TAM playbooks, processes, and standards for: strategic technical guidance, proactive ticket & system health reviews, escalation handling, and ongoing onboarding/expansion support. - Monitor and review account health across the TAM portfolio, using data from tickets, JIRAs, product usage, and customer feedback to identify trends, risks, and opportunities for improvement. - Serve as a senior escalation and coordination point for high-severity, cross-team, or executive-level issues, partnering closely with Platinum Support, Engineering, Product, and Customer Success to drive resolution and clear communication. - Drive alignment and collaboration between TAMs and key internal stakeholders (Support, CX leadership, Sales, Professional Services) to ensure we present a unified, predictable model of how Dialpad supports strategic customers. - Own hiring, onboarding, and performance management for the TAM team, including clear role expectations, feedback, coaching plans, and growth paths. - Contribute to the continued design of the TAM offering, including packaging, engagement models, and boundaries between TAM, Platinum Support, Professional Services, and Customer Success, so the model is sustainable and scalable across accounts. - Create and review customer-facing content and internal documentation that enable long-term solutions, improve self-service, and support both TAMs and the broader CX organization. - Optionally maintain a limited portfolio of strategic accounts to stay close to the work, model expected behaviors, and gather direct feedback on how to improve the TAM program. Skills you’ll bring - 5+ years of experience in enterprise-level, customer-facing technical roles (e.g., Technical Account Management, Premium Support, Escalation Management, or similar). - Direct experience as a Technical Account Manager (or equivalent), supporting large/complex customers with a consultative, outcomes-driven approach. - Familiarity with, and ownership of, team or personal OKRs/KPIs such as proactive engagement frequency, MTTR, CSAT, and contribution to internal enablement resources. - Strong product sense and energized by the challenge of solving difficult user-related problems. - Strong written and verbal communication skills with the ability to communicate with various levels of expertise. - Ability to lead complex integration conversations in a highly consultative and proactive manner. - Familiarity with APIs and the ability to explain API concepts to Dialpad’s largest and most technical customers. - Strong technical troubleshooting skills and experience interfacing with technical teams. - Adept client relationship management skills. - Ability to engage in business-level and technical conversations at multiple levels of the organization. - Ability to work with minimal guidance or supervision in a time-critical environment. - Ability to be flexible and quickly adapt to changing business needs and processes. - Strong ability to use facts and data to influence decisions to prioritize and make appropriate decisions. - Ability to source information when it does not exist. For exceptional talent based in Ontario, Canada the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in Ontario role postings reflect the base salary only, and do not include bonus, equity, or benefits. Ontario Pay Transparency Range $99,500—$125,750 CAD We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success. Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. Dialpad is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.

• Focused on a portfolio of customers, the Enterprise CAE will own the sales process from start to finish. • You will work closely with Sales Managers, Sales Engineers, Customer Success, Professional Services, Marketing, and Dialpad Partners to grow our existing customer base. • Create an account plan for how you will achieve your quarterly goals. • Cultivate relationships with our customers to gain insight into customer strategy and expansion plans. • Work leads and generate pipeline. • Achieve or exceed quarterly revenue goals. • Serve as a Dialpad expert and become a trusted advisor and resource for your customers. • Identify customers who would be a good fit for the Customer Advisory Board and Executive Sponsor Program. Become an advocate for the customer back to Dialpad.

• Manage the full sales cycle for a dedicated portfolio of enterprise clients, collaborating closely with internal teams (Sales Managers, Sales Engineers, Customer Success, Professional Services, Marketing) and Dialpad Partners to drive customer base expansion. • Partner with fellow Enterprise CAEs to identify leads for upsell and cross-sell opportunities, develop compelling quotes, and maintain effective client communication. • Strategize account growth by crafting personalized account plans in alignment with monthly and quarterly sales objectives. • Foster strong relationships with customers to understand their strategic goals and anticipate expansion requirements. • Proactively generate leads and nurture a robust sales pipeline. • Consistently achieve or surpass quarterly revenue targets.

• Own enterprise tradeshow strategy • Define event objectives, target audiences, pipeline goals, and success metrics aligned with enterprise sales priorities • Lead exhibiting and sponsorship execution, including event selection, booth strategy, logistics, staffing, and onsite operations • Own custom and modular booth programs in partnership with internal teams and external vendors • Own multi-event budgets, forecasting, and ROI management • Lead vendor selection and management, establishing scalable standards and preferred partners • Partner with Marketing, Sales, SDRs, and Ops to drive target account coverage, lead capture, attribution, and follow-up • Manage executive participation, including meetings, VIP programs, and speaking opportunities • Define and report on event KPIs, including meetings, pipeline impact, and cost efficiency • Deliver post-event insights and optimize event mix, execution, and staffing based on performance • Lead and develop two direct reports through clear goals and ongoing feedback • Build repeatable playbooks, systems, and operational standards