Staff, Technical Account Manager (French Speaker)

See yourself at Twilio

Join the team as Twilio’s next Staff Technical Account Manager

About the job

This position is needed to support Personalized customers in EMEA. Twilio is growing rapidly and seeking a Technical Account Manager to be the designated technical support engineering contact for our strategic customers.

As a designated technical contact you will work with our customers to resolve complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational vitality.

You’d be joining a team of talented individuals that care deeply about Twilio’s customers, partners, each other and the broader community. We judge ourselves on how well we serve each of those stakeholders. So if you enjoy working with smart people and helping to build a company that cares about quality, you’ve found the right place.

Responsibilities

• Function as a consistent point of contact for a named portfolio of Personalized accounts
• Provide answers, share standard methodologies and solve the most complex technical issues that largest enterprise customers are facing
• Act as a coordinator for escalated customer issues
• Maintain customer promises by keeping tickets updated
• Utilize feedback to improve customer experience and debugging strategies
• Work closely with the product team and partners to improve customer satisfaction
• Assist in preparation and execution of quarterly business reviews
• Coordinate with internal and customer teams to ensure that the customer is getting the most value out of their subscription to Twilio products.
• Document customer specific implementation context for use internally

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:

• 8+ years of experience in Technical Support Engineering, Personalized Support Engineering, Customer Success Engineering roles, or equivalent