Manager, Technical Accounts

Dialpad Japan; Kitchener; Remote; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive benefits

Robust training program

Inclusive work environment

Job summary

A leading communications platform in Kitchener, Canada, seeks a Manager of Technical Account Managers to lead a team supporting major clients. This role involves coaching, operational excellence, and driving team performance. Ideal candidates will have over 5 years of experience in technical roles, strong problem-solving skills, and effective communication. The position offers the opportunity to work with a collaborative team in a dynamic environment focused on customer success.

Qualifications

• 5+ years of experience in enterprise-level, customer-facing technical roles.
• Direct experience as a Technical Account Manager or equivalent.
• Strong written and verbal communication skills.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers.
• Own the TAM OKRs and ensure the team meets/exceeds targets.
• Monitor and review account health using data from tickets and feedback.

Skills

Customer-facing technical roles

Technical troubleshooting skills

API familiarity

Communication skills

Client relationship management

Job description

About Dialpad

Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. Visit dialpad.com to learn more.

Being a Dialer

At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers. We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: 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.
• 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.

Skills You’ll Bring

• 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.

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply.

Dialpad is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.

Apply for this position