Technical Account Manager

Summary

Join Dialpad as a Technical Account Manager (TAM) and provide gold-standard support to our largest and most complex users. You will build trusted relationships, offer strategic consultations, and identify opportunities to help businesses maximize Dialpad's value. This role involves collaborating with internal teams and clients to implement operational solutions, enhance support offerings, and create user-facing content. You will act as a subject matter expert, resolving critical issues and leading client meetings. Based remotely in London, UK, this position offers flexible hours aligned with UK/EMEA business needs and reports to the Director of Advanced Support Services. The ideal candidate will have 5+ years of enterprise-level client-facing experience and strong technical troubleshooting skills.

Requirements

• 5+ years 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 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

Responsibilities

• Provide a gold standard experience to your assigned accounts’ key stakeholders
• Work with the wider Operations team to provide current state, resources, and knowledge to enable gold standard experience across teams interacting 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 user’s organizations to provide and implement operational solutions as needed to 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 resolution of critical issues and escalations
• Work closely with Account Management and other user-facing teams as part of a larger effort to support users on Dialpad
• 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

Preferred Qualifications

Fluent in English; Dutch, French, or German proficiency is a plus

Benefits

• Medical, dental, and vision plans for all employees
• Monthly stipend to help cover your cell phone bill, home internet bill
• Reimburse for gym membership costs
• A variety of wellness events
• Reimbursement for expenses related to professional development, up to an annual limit per calendar year
• Competitive salaries