Job Description
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.
Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.
We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.
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.
We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.
Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply.
Dialpad is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.