Dialpad

Dialpad

Manager, Technical Accounts

Denver, US

Sponsorship not specifiedDetected 35 days ago
Agentic AIJiraOKRsAccount ManagementPerformance ManagementCustomer SuccessZendeskLeadershipCommunicationCollaborationMentoring

About the role

  • 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.

Responsibilities

  • 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:
  • 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.
  • 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.
  • 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.
  • Ability to lead complex integration conversations in a highly consultative and proactive manner.

Requirements

  • 5+ years of experience in enterprise-level, customer-facing technical roles (e.g., Technical Account Management, Premium Support, Escalation Management, or similar).

Nice to have

  • coaching on complex technical scenarios, refining processes, and stepping in as a senior point of escalation when needed.

Skills

  • 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.
  • 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.
  • About Dialpad
  • Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital.
  • Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve.
  • Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.
  • Being a Dialer

Benefits

  • 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.
  • Proactive customer touchpoints per account (e.g., regular check-ins, QBRs, health reviews).

Company info

  • Mean Time to Resolve (MTTR) for TAM-owned Zendesk tickets and high-priority JIRA escalations.
  • Customer sentiment / CSAT on TAM-associated tickets & engagements.
  • Contribution to internal CX technical resources (cross-training sessions, content, and enablement).
  • 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.
  • Direct experience as a Technical Account Manager (or equivalent), supporting large/complex customers with a consultative, outcomes-driven approach.
  • Familiarity with APIs and the ability to explain API concepts to Dialpad's largest and most technical customers.
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This listing is sourced directly from Dialpad's careers page and normalized into a canonical job model.