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. The preferred schedule will be based on 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. 
• Fluent in English; Dutch, French, or German proficiency is a plus.