Manager, Technical Accounts Job at Dialpad (Denver)

Job Responsibility

Lead, coach, and develop a team of TAMs supporting Dialpad’s largest and most complex users
Own the TAM OKRs and operating rhythm
Provide a gold-standard experience to key stakeholders
Establish and refine TAM playbooks, processes, and standards
Monitor and review account health across the TAM portfolio
Serve as a senior escalation and coordination point
Drive alignment and collaboration between TAMs and key internal stakeholders
Own hiring, onboarding, and performance management
Contribute to the continued design of the TAM offering
Create and review customer-facing content and internal documentation
Optionally maintain a limited portfolio of strategic accounts

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