Manager, Technical Accounts

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, 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.