What are the responsibilities and job description for the Technical Account Manager position at Dialpad?
Job Description
Job Description
About Dialpad
Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, Google Ventures, and ICONIQ Capital, Dialpad is a dynamic force in Ai technology with a rapidly expanding presence. 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 in one of our hubs.
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 internally and within your users' 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
Dialpad Benefits and perks
Benefits, time-off, and wellness
An apple a day keeps the doctor away—and it doesn't hurt that we offer flexible time off and 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.
