Manager, Technical Accounts

About the role

The Manager of Technical Account Managers (TAMs) leads and develops a team of TAMs who support Dialpad's largest and most complex users. Key responsibilities include:

• Leading the TAM OKRs and operating rhythm, ensuring the team meets or exceeds targets for proactive customer touchpoints, MTTR, CSAT, and contribution to internal CX resources.
• Establishing and refining TAM playbooks, processes, and standards for strategic technical guidance, proactive ticket & system health reviews, escalation handling, and ongoing onboarding/expansion support.
• Maintaining 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.
• Providing a gold-standard experience to key stakeholders across assigned accounts, ensuring TAMs act as trusted technical advisors.
• Driving alignment and collaboration between TAMs and key internal stakeholders (Support, CX leadership, Sales, Professional Services) to ensure a unified, predictable model of support.
• Contributing to the continued design of the TAM offering, including packaging, engagement models, and boundaries between TAM, Platinum Support, Professional Services, and Customer Success.

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.

Requirements

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.

Able 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.

Able to engage in business-level and technical conversations at multiple levels of the organization.

Able 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.

Qualifications

For exceptional talent based in Denver, CO, the target base salary range for this position is $141,500—$164,750 USD.

Benefits

We offer competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential.

Our exceptional culture, repeatedly recognized as a Great Place to Work, ensures that every employee feels valued and empowered to contribute to our collective success.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.