Manager, Personalized Support

See yourself at Twilio

Join the team as our next Personalized Support Manager

Location: Remote U.S. in EST/CST Time Zones

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences. Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

The Personalized Support Manager is responsible for the performance of Twilio’s products and will manage a team of global Technical Account Managers while working in United States Eastern and Central Time-Zones. The Manager in this role collaborates with Engineering, Supportability, Product, Readiness and other cross functional teams to enable customers and Technical Account Managers. 

Responsibilities

In this role, you’ll:

• Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for Twilio’s strategic customers. The team’s role is to assist customers in resolving complex technical problems, delivering proactive guidance to provide added value through the use of Twilio technologies and being the champion for the customer within Twilio. 
• As the Personalized Support Manager, you will be the coach and leader for a team of TAMs; 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, 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 teams to manage customer accounts. You will enable and train new employees to supplement existing resources as needed while raising the bar on the standard of support excellence. You will foster a strong culture of collaboration and customer empathy in the team.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

• 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 support to customers. 
• Exceptional emotional intelligence, interpersonal communication and professional writing skills. 
• Demonstrated history of driving complex product issue resolutions including escalation management, internal and external strategy planning through to solution delivery.
• Ability to lead a team while effectively developing and achieving the desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.)
• Ability to prioritize multiple competing initiatives simultaneously including business as usual tasks, projects, on-call responsibilities and other operational requirements. 
• Diplomacy in uncertain situations with an analytical and process driven solution approach.

Desired:

• 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 Salesforce, JIRA, Confluence, Airtable, Zendesk and other project tools. 

Location 

Remote U.S. in EST/CST Time Zones 

Other Notes

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