Manager, Technical Accounts

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers (TAMs) supporting large and complex users
• Own TAM OKRs including proactive customer touchpoints, MTTR, and CSAT
• Establish and refine TAM playbooks, processes, and standards for strategic technical guidance and escalation handling
• Monitor account health using data from tickets, JIRA, and product usage to identify risks and opportunities
• Serve as a senior escalation point for high-severity or executive-level issues
• Drive alignment between TAMs and internal stakeholders like Sales, Product, and Engineering
• Manage hiring, onboarding, and performance management for the TAM team
• Contribute to the design of the TAM offering, including engagement models and packaging

Requirements

• 5+ years of experience in enterprise-level, customer-facing technical roles
• Direct experience as a Technical Account Manager or equivalent
• Proven experience managing team or personal OKRs/KPIs
• Strong technical troubleshooting skills and ability to lead complex integration conversations
• Familiarity with APIs and the ability to explain API concepts to technical customers
• Strong written and verbal communication skills for all levels of an organization
• Ability to use data to influence decisions and prioritize tasks

About the Company

Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform, powered by AI that understands every conversation in real time.