Manager of Technical Accounts, Dialpad
$141.5-164.7k
Salary applicable to candidates in Colorado
More information about location
AI-powered cloud communications platform
Open for applications
AI-powered cloud communications platform
1001+ employees
Open for applications
$141.5-164.7k
Salary applicable to candidates in Colorado
More information about location
1001+ employees
Company mission
To completely transform the way the world works together.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Dialpad offers an AI-driven cloud communications platform for business teams. It was founded to streamline communications across entire businesses with a fast set-up and hassle-free deployment.
As well as hosting in-house video, meet and text communications with automated note-taking and transcription, the platform also features AI-powered customer service, sales and voice intelligence insights. Dialpad has impressed customers such as Asana, Stripe, TED and Uber with its smooth integration capabilities with co-working platforms like Slack, Google Workspace, Salesforce CRM and Microsoft Teams.
The Unicorn company's funding has been heavily invested in the continued R&D of AI technologies, delivering numerous industry-first features. Dialpad has also expanded globally, opening offices in Europe and Asia and extending its global footprint via additional investments internationally. In 2026, it released its Agentic AI platform, which will help businesses to tailor and fine-tune their agentic AI capabilities, indicating that its doubling down on this sector of its business.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Dec 2022
$50m
LATE VC
Dec 2021
$170m
LATE VC
Total funding: $450m
Company benefits
- Company stock options
- Continued education stipend
- Cell phone, home internet, and gym membership stipend
- Work from home opportunities
- 100% paid medical, dental, and vision plan
- Catered lunches, free snacks & drinks
Company HQ
San Ramon, CA
Leadership
Craig Walker
(Founder & CEO)Having studied Law at UCB, Craig worked as an Attorney for Brobeck Phleger & Harrison, before moving to General Counsel at TeleSoft Partners. He spent almost 4 years at Google Ventures before founding Dialpad in January 2011.
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