Manager, Technical Accounts

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. 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, fee ... (truncated, view full listing at source)