Manager, Technical Accounts Job at Dialpad (Kitchener)

Manager, Technical Accounts

Dialpad

Location:
Canada , Kitchener

Category:
IT - Administration

Contract Type:
Not provided

Salary:

99500.00 - 125750.00 CAD / Year

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Job Description:

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.

Job Responsibility:

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

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
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 we offer:

Competitive salary, comprehensive benefits, and real opportunities for growth
Cutting-edge AI tools
Robust training program
Vibrant office environment
Recognized as a Great Place to Work

Additional Information:

Job Posted:
April 16, 2026

Employment Type:

Fulltime

Work Type:

Remote work

Dialpad - All Job Offers

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