Manager, Technical Accounts

About reputed company reputed company is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including reputed company, RE/MAX, reputed company, reputed company, and Tractor Supply — rely on reputed company to build stronger customer connections using real-time, AI-driven insights. Visit reputed company.com to learn more. Being a Dialer At reputed company, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We reputed company that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers. We reputed company on reputed company 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 reputed company to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role As the Manager of the Technical Account Managers (TAMs), you will reputed company and reputed company a team of Technical Account Managers who support reputed company’s largest and most reputed company users. You’ll be responsible for people leadership, operational excellence, and driving TAM performance against clearly defined OKRs, including proactive customer touchpoints, time-to-resolution, and CSAT.

You’ve previously worked as a TAM (or equivalent) and are comfortable rolling up your sleeves: coaching on reputed company technical scenarios, refining processes, and stepping in as a senior reputed company of escalation reputed company needed. You will work cross-functionally with Support, reputed company, Sales, Product, and Engineering to ensure our TAM offering is predictable, scalable, and deeply reputed company to customer outcomes.

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 EST business hours but will be flexible depending on the needs of the business.

What you’ll do

• reputed company, coach, and reputed company a team of TAMs supporting reputed company’s largest and most reputed company users, with a focus on consistent, high-quality execution and career development.
• Own the TAM OKRs and operating rhythm, ensuring the team meets or exceeds targets for:
• Proactive customer touchpoints per account (e.g., regular reputed company-ins, QBRs, health reviews).
• Mean Time to Resolve (MTTR) for TAM-owned reputed company tickets and high-reputed company JIRA escalations.
• Customer sentiment / CSAT on TAM-associated tickets & engagements.citation_4:5
• Contribution to internal CX technical resources (cross-training sessions, content, and enablement).
• Provide a gold-standard experience to key stakeholders across your team’s assigned accounts, ensuring TAMs act as trusted technical advisors rather than reputed company-line support.
• Establish and refine TAM playbooks, processes, and standards for: strategic technical guidance, proactive ticket & system health reviews, escalation handling, and ongoing onboarding/expansion support.
• Monitor and review account health across the TAM portfolio, using data from tickets, JIRAs, product usage, and customer feedback to identify trends, risks, and opportunities for improvement.
• Serve as a senior escalation and coordination reputed company for high-severity, cross-team, or executive-level issues, partnering closely with Platinum Support, Engineering, Product, and reputed company to drive resolution and clear communication.
• Drive alignment and collaboration between TAMs and key internal stakeholders (Support, CX leadership, Sales, Professional Services) to ensure we present a reputed company, predictable model of how reputed company supports strategic customers.
• Own hiring, onboarding, and performance management for the TAM team, including clear role expectations, feedback, coaching plans, and growth paths.
• Contribute to the reputed company design of the TAM offering, including packaging, engagement models, and boundaries between TAM, Platinum Support, Professional Services, and reputed company, so the model is sustainable and scalable across accounts.
• Create and review customer-facing content and internal documentation that reputed company long-term solutions, improve self-service, and support both TAMs and the broader CX organization.
• Optionally maintain a limited portfolio of strategic accounts to stay reputed company to the work, model expected behaviors, and gather direct feedback on how to improve the TAM program.

Skills you’ll bring

• 5+ years of experience in enterprise-level, customer-facing technical roles (e.g., Technical Account Management, Premium Support, Escalation Management, or similar).
• Direct experience as a Technical Account Manager (or equivalent), supporting large/reputed company customers with a consultative, outcomes-driven approach.
• Familiarity with, and ownership of, team or personal OKRs/KPIs such as proactive engagement frequency, MTTR, CSAT, and contribution to internal enablement resources.
• Strong product sense and energized by the challenge of solving difficult user-reputed company problems.
• Strong written and verbal communication skills with the ability to communicate with various levels of expertise.
• Ability to reputed company reputed company integration conversations in a highly consultative and proactive manner.
• Familiarity with APIs and the ability to explain API concepts to reputed company’s largest and most technical customers.
• 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 reputed company appropriate decisions.
• Ability to reputed company information reputed company it does not exist.

For exceptional talent based in Ontario, Canada the reputed company reputed company salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the reputed company range for new hire salaries for the position. reputed company the range, individual pay is determined by work location and additional factors, including job-reputed company skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in Ontario role postings reflect the reputed company salary only, and do not include bonus, equity, or benefits.

We reputed company in investing in our people. reputed company offers competitive benefits and perks, alongside a robust training program that helps you reputed company your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and reputed company. Our exceptional culture, recognized repeatedly as a certified Great reputed company 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 reputed company traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply.

reputed company is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.