Twilio is hiring a Manager, Personalized Support to oversee the performance of its products. You will manage a global team of Technical Account Managers working within United States Eastern and Central Time Zones. This role collaborates closely with Engineering, Product, and other teams to enable customers and your direct reports.
What You'll Do
- Lead a team of Technical Account Managers who serve as designated technical contacts for Twilio’s strategic customers.
- Coach and develop a team of TAMs, focusing on their well-being and professional growth.
- Understand customer roadblocks and advocate in a data-driven way with product and engineering teams to enhance customer experience.
- Work alongside Sales teams to manage customer accounts.
- Enable and train new employees to supplement resources while raising the bar on support excellence.
- Foster a strong culture of collaboration and customer empathy within the team.
What We're Looking For
- 6+ years of experience in a support or operations team within a software or SaaS company.
- 4+ years leading a technical support team in a software or SaaS environment.
- Experience coaching Technical Account Managers in providing best-in-class customized proactive and reactive support.
- Exceptional emotional intelligence, interpersonal communication, and professional writing skills.
- A demonstrated history of driving complex product issue resolutions, including escalation management and strategy planning.
- Ability to lead a team while effectively developing and achieving desired performance outcomes.
- Ability to prioritize multiple competing initiatives, including business-as-usual tasks, projects, and on-call responsibilities.
- Diplomacy in uncertain situations with an analytical and process-driven approach.
Nice to Have
- 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 tools like Salesforce, JIRA, Confluence, Airtable, and Zendesk.
Team & Environment
You will manage a team of global Technical Account Managers.
Benefits & Compensation
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
Work Mode
This role operates under a remote-first work model. The position is located in Colombia.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
