other
Posted 2 days agoManager, Technical Accounts
at dialpad
Denver, United StatesOn-site
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:
- 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.
- 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.
- 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.
- Build and ship agentic AI products that are redefining how companies operate
Requirements
- Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital.
- Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.
- Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve.
- Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.
- At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.
- 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’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.
- Mean Time to Resolve (MTTR) for TAM-owned Zendesk tickets and high-priority JIRA escalations.
- experience to key stakeholders across your team’s assigned accounts, ensuring TAMs act as trusted technical advisors rather than front-line support.
- 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 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.
- 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.
- Strong ability to use facts and data to influence decisions to prioritize and make appropriate decisions.
- Work at the center of the AI transformation in business communications
- Join a team where AI amplifies every employee’s impact
Experience
- Skills you’ll bring 5+ years of
Benefits
- For exceptional talent based in Colorado 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 US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
- Colorado Salary Range $119,000 — $144,500 USD Why Join Dialpad
- Competitive salary, comprehensive benefits, and real opportunities for growth
Additional details
- Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile. Being a Dialer
- We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.
- We look for people who are intensely curious and hold themselves to a high bar.
- Our ambition is significant, and achieving it requires a team that operates at the highest level.
- We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic . Your 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 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.
- Proactive customer touchpoints per account (e.g., regular check-ins, QBRs, health reviews).