Head of Technical Account Management

About Dialpad 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.
More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.
We're now leading the shift to Agentic AI: intelligent agents that don't just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do.
At Dialpad, AI isn't just a feature; We put powerful AI tools in every employee's hands so they can move faster, think bigger, and achieve more.
And we've built the platform that turns those conversations into insight and action, for our customers and ourselves.
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.
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.
Proactive customer touchpoints per account (e.g., 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.
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.
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.
• Familiarity with APIs and the ability to explain API concepts to Dialpad's largest and most technical customers.
• Adept client relationship management skills.
• 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.
• For exceptional talent based in Denver, CO the target base salary range for this position is posted below. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Work at the center of the AI transformation in business communications
Build and ship agentic AI products that are redefining how companies operate
Join a team where AI amplifies every employee's impact
Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.