Manager, Personalized Support
About the role
See yourself at Twilio
Join the team as Twilio’s next Manager, Personalized Support.
About the job
The Personalized Support team is the team of TAMs & Personalized Support Engineers who help our top customers and are key part of our Twilio’s Global Support organization. Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.
Responsibilities
In this role, you’ll:
- Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for our strategic customers. The team’s role is to assist customers to resolve complex technical problems, deliver proactive guidance to provide added value through the use of Twilio technologies and be the champion for the customer within Twilio.
- As the Technical Support Manager of the Personalized Support team you will be their coach and leader bringing out the best in each of your team members with keen interest in their overall well being.
- You are ready to dig deep and address technical questions as well as be able to zoom out and look at the larger picture. A large part of your role involves understanding customer roadblocks and pain points and advocating in a data driven way with product management and engineering teams to enhance the customer experience and delight Twilio customers.
- You will also be working alongside our Sales and Customer Success teams to forecast the growth and scale the team. You will hire and train new employees to supplement existing resources as needed while all the time raising the bar on the standard of excellence. You will foster a strong culture of collaboration and customer empathy in the team.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
- 5+ years experience in management of a technical support team in a web-based software or SaaS company.
- Passionate about the customer experience and driving exceptional customer satisfaction results.
- Recognize that the role involves leading a team and contributing to customer success.