Manager, Technical Accounts

About Dialpad 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. Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.

Being a Dialer 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. 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 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.

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. , 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.