Manager, Technical Accounts

TL;DR

Manager, Technical Accounts: Leading and developing a team of Technical Account Managers who support Dialpad’s largest and most complex users with an accent on people leadership, operational excellence, and driving TAM performance. Focus on coaching on complex technical scenarios, refining processes, and stepping in as a senior point of escalation when needed.

Location: Kitchener, Canada. Preferred schedule based on EST business hours but flexible depending on the needs of the business.

Salary: $99,500 - $125,750 CAD (for exceptional talent based in Ontario, Canada)

Company

Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers.

What you will 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, MTTR, and CSAT.
• Provide a gold-standard experience to key stakeholders across your team’s assigned accounts, ensuring TAMs act as trusted technical advisors.
• Establish and refine TAM playbooks, processes, and standards for strategic technical guidance, proactive ticket & system health reviews, and escalation handling.
• Drive alignment and collaboration between TAMs and key internal stakeholders to ensure a unified, predictable model of support for strategic customers.
• Contribute to the continued design of the TAM offering, including packaging, engagement models, and boundaries between TAM, Platinum Support, and Customer Success.

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 engage in business-level and technical conversations at multiple levels of the organization.

Culture & Benefits

• Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential.
• Offices are designed to be inclusive, offering a vibrant environment to cultivate collaboration and connection.
• Exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.