Technical Account Manager

Your role
As a Technical Account Manager (TAM), you will work cross-functionally to support Dialpad’s largest and most complex users. Through trusted relationships, you’ll offer customized, strategic consultations and proactively identify opportunities to help businesses deliver more value to their customers, optimize technical operations within their teams, and accelerate their global growth with Dialpad.

The Customer Experience (CX) Organization is designed to delight customers at every touchpoint. We are dedicated to understanding and meeting the evolving needs and expectations of our customers. We are committed to working collaboratively to deliver seamless and memorable interactions.

This position reports to our Director of Advanced Support Services. The preferred schedule will be based on US business hours but will be flexible depending on the business's needs.

What you’ll do 

• Provide a gold-standard experience for the key stakeholders of your assigned accounts. 
• Work with the wider Operations team to provide the current state, resources, and knowledge to enable a gold-standard experience across teams that interact directly with the user via support channels, external documentation, or product/feature feedback or development. 
• Foster long-term user relationships that grow loyalty to Dialpad and Dialpad products. 
• Work cross-functionally, both internally and within your users’ organizations, to provide and implement operational solutions as needed for various audiences. 
• Contribute to enhancing support offerings and developing user-facing content.
• Act as a trusted advisor, ensuring alignment with customer priorities and Dialpad’s objectives.
• Maintain strategic relationships across client business units to drive service excellence.
• Serve as a subject matter expert in Dialpad solutions deployed at client sites.
• Facilitate the resolution of critical issues and escalations.
• Work closely with Account Management and other user-facing teams as part of a larger effort to support Dialpad users. 
• Lead user-facing meetings both in person (if requested) and through video.
• Collaborate on the continued design of this support offering.
• Create user-facing content for long-term solutions. 

Skills you’ll bring 

• 5+ years of experience in enterprise-level client-facing work.
• 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.
• Familiarity with SQL and comfort in building basic queries and modifying more complex ones.
• 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.