[Hiring] Personalized Support Manager @Twilio

Role Description

The Personalized Support Manager is responsible for the performance of Twilio’s products and will manage a team of global Technical Account Managers while working in Mexico and Colombia time zones. The Manager in this role collaborates with Engineering, Supportability, Product, Readiness and other cross functional teams to enable customers and Technical Account Managers.

Responsibilities

• Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for Twilio’s strategic customers.
• Assist customers in resolving complex technical problems and deliver proactive guidance to provide added value through the use of Twilio technologies.
• Champion the customer within Twilio.
• Coach and lead a team of TAMs, focusing on their overall well-being.
• Address technical questions and understand customer roadblocks and pain points.
• Advocate in a data-driven way with product management and engineering teams to enhance the customer experience.
• Work alongside Sales teams to manage customer accounts.
• Enable and train new employees to supplement existing resources as needed.
• Raise the bar on the standard of support excellence.
• Foster a strong culture of collaboration and customer empathy in the team.

Qualifications

• 6+ years of experience as part of a support or operations team in a software or SaaS company.
• 4+ years experience leading a technical support team in a software or SaaS company.
• Experience coaching Technical Account Managers in providing best-in-class customized proactive and reactive support to customers.
• Exceptional emotional intelligence, interpersonal communication and professional writing skills.
• Demonstrated history of driving complex product issue resolutions including escalation management, internal and external strategy planning through to solution delivery.
• Ability to lead a team while effectively developing and achieving the desired performance outcomes.
• Ability to prioritize multiple competing initiatives simultaneously.
• Diplomacy in uncertain situations with an analytical and process-driven solution approach.

Requirements

• Knowledge of networking protocols, standards, troubleshooting and cloud computing.
• Working knowledge of P/L, expense, cost, resource and risk management in enterprise portfolios.
• Experience working with Salesforce, JIRA, Confluence, Airtable, Zendesk and other project tools.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.
• And much more (offerings vary by location).

Company Description

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day.