Manager, Technical Accounts

Dialpad, Inc.

Job Overview

Location

Kitchener, Canada

Job Type

Full-time

Full Job Description

📋 Description

• As the Manager of Technical Account Managers (TAMs), you will lead and develop a team supporting Dialpad’s largest and most complex users, ensuring consistent, high-quality execution and career growth while driving performance against key OKRs.
• You will own the TAM operating rhythm, including proactive customer touchpoints, Mean Time to Resolve (MTTR), CSAT, and internal enablement contributions, while serving as a senior escalation point for high-severity, cross-team issues.
• You will work cross-functionally with Support, Customer Success, Sales, Product, and Engineering to ensure the TAM offering is predictable, scalable, and aligned to customer outcomes, reporting to the Director of Advanced Support Services with flexibility for remote work based on EST hours.
• You will have the opportunity to grow as a people leader, refine TAM playbooks and processes, contribute to the design of the TAM offering, and stay close to strategic accounts to model expected behaviors and gather feedback for continuous improvement.

🎯 Requirements

• 5+ years of experience in enterprise-level, customer-facing technical roles (e.g., Technical Account Management, Premium Support, Escalation Management).
• 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, technical troubleshooting skills, and ability to explain API concepts to technical customers.
• Excellent written and verbal communication skills, with ability to engage at multiple levels of the organization and work with minimal guidance in time-critical environments.
• Adept client relationship management and ability to use data to influence decisions and source information when needed.

🏖️ Benefits

• Work at the center of the AI transformation in business communications, building and shipping agentic AI products that are redefining how companies operate.
• Join a team where AI amplifies every employee’s impact, with access to cutting-edge AI tools and robust training programs.
• Competitive salary, comprehensive benefits, and real opportunities for growth within a culture repeatedly recognized as a Great Place to Work.
• Inclusive, vibrant office environment designed to foster collaboration, connection, and employee empowerment.

Skills & Technologies

Ubuntu

Remote

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Dialpad, Inc.

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About Dialpad, Inc.

Dialpad, Inc. provides cloud-based business communications software combining voice, video, messaging, and meetings in a unified platform. The company’s AI-driven solutions include real-time transcription, sentiment analysis, and automated call routing, delivered through desktop and mobile applications for enterprises and contact centers worldwide.

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