Technical Account Manager

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.

About the team

The Customer Experience (CX) Organization is aimed at delighting 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.

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 opportunity areas to help businesses deliver more value to their customers, optimize technical operations on their teams, and accelerate their global growth with Dialpad.

This position reports to our Director of Advanced Support Services and has the opportunity to be based remotely in London, UK.  The preferred schedule will be based on UK/EMEA business hours but will be flexible depending on the needs of the business.

What you’ll do 

• 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. 

Skills you’ll bring 

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

Dialpad Benefits and perks

Benefits and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional Development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year. 

Culture
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. 

Compensation
Teamwork makes the dream work, and Dialpad offers competitive salaries because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life. 

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.