Personalized Support Manager

🔥 0 minutes ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 39 days.
• No salary listed.

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Twilio

WebsiteLinkedInAll Job Openings

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 Twilio’s strategic customers • Coach and develop TAMs in resolving complex technical problems and delivering proactive customer guidance • Address technical questions and understand customer roadblocks and pain points • Advocate with Product Management and Engineering teams using data-driven approaches to improve customer experience • Collaborate with Sales teams to manage customer accounts • Enable and train new employees as needed • Raise standards for support excellence and foster collaboration and customer empathy • Collaborate with Engineering, Supportability, Product, Readiness, and other cross-functional teams

🎯 Requirements

• 6+ years of experience as part of a support or operations team in a software or SaaS company • 4+ years of 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 customer support • Exceptional emotional intelligence, interpersonal communication, and professional writing skills • Demonstrated history of driving complex product issue resolutions, including escalation management and internal and external strategy planning through solution delivery • Ability to lead a team and develop and achieve performance outcomes, including KPI reporting/analysis, frameworks, daily management tasks, and training and enablement strategies • Ability to prioritize multiple competing initiatives, including business-as-usual tasks, projects, on-call responsibilities, and operational requirements • Diplomacy in uncertain situations with an analytical and process-driven solution approach • Knowledge of networking protocols, standards, troubleshooting, and cloud computing • Working knowledge of P/L, expense, cost, resource, and risk management in enterprise portfolios • Experience 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 • Volunteering and donation efforts supported • Remote-first work • Occasional travel to project or team in-person meetings

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