Twilio
5001 - 10000 employees
🔌 API
🤝 B2B
API • B2B
Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.
Manager, Personalized Support
🕒 3 days ago
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Twilio
5001 - 10000 employees
🔌 API
🤝 B2B
API • B2B
Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.
📋 Description
• Lead a team of Technical Account Managers serving strategic customers • Oversee assistance with complex technical problems and proactive guidance using Twilio technologies • Coach and develop team members, supporting their overall well-being • Address technical questions and identify customer roadblocks and pain points • Advocate with product management and engineering teams using data-driven insights to improve customer experience • Work with Sales and Customer Success to forecast growth and scale the team • Hire and train new employees as needed • Foster collaboration and customer empathy across the team
🎯 Requirements
• 5+ years of experience managing a technical support team in a web-based software or SaaS company • Passion for customer experience and exceptional customer satisfaction • Ability to develop and coach employees • Ability to lead a team toward performance and teamwork outcomes • Experience with KPI reporting and analysis • Experience developing frameworks, daily management tasks, training, and enablement strategies
🏖️ Benefits
• Competitive pay • Generous time off • Ample parental leave • Wellness leave • Healthcare • Retirement savings program • Volunteering and donation support
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