Manager, Personalized Support

Twilio
Colombia
Workplace: RemoteFull-timeFunction: Product ManagementExperience: 5+ yearsSkills: ["Leadership","Coaching","Communication","Problem-solving","Team management"]

Lead and mentor a team of Technical Account Managers and Personalized Support Engineers serving strategic customers in a remote-first global support organization. Drive proactive guidance, resolve complex technical issues, and champion the customer inside Twilio while partnering with Sales, Customer Success, and Product/Engineering to improve the customer experience and scale the team.

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Twilio
Twilio
1 month ago

Manager, Personalized Support

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Last checked: 1 hour agoStatus: Live

Job Summary

Lead and mentor a team of Technical Account Managers and Personalized Support Engineers serving strategic customers in a remote-first global support organization. Drive proactive guidance, resolve complex technical issues, and champion the customer inside Twilio while partnering with Sales, Customer Success, and Product/Engineering to improve the customer experience and scale the team.
Location: Colombia
Workplace: Remote
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for our strategic customers, assisting with complex technical problems and providing proactive guidance.
  • •Act as the coach and leader for the Personalized Support team, developing each member and prioritizing overall well-being.
  • •Dig deep to address technical questions while also analyzing broader customer roadblocks and advocating data-driven improvements with product management and engineering teams.
  • •Collaborate with Sales and Customer Success to forecast growth and scale the team, and hire/train new employees as needed to raise the standard of excellence.
  • •Foster a culture of collaboration and customer empathy to enhance the customer experience and drive outcomes.

Pay and Benefits

Perks:Health InsuranceParental LeaveRetirement SavingsTime Off

Key Requirements

  • •5+ years experience in management of a technical support team in a web-based software or SaaS company.
  • •Demonstrated passion for customer experience and driving exceptional customer satisfaction results.
  • •Proven ability to coach and develop employees and manage performance, teamwork, and KPI reporting.
  • •Experience leading a team to achieve performance outcomes including daily management tasks, training and enablement strategies.
Experience:5+ yearsSaaSSoftware
Skills:LeadershipCoachingCommunicationProblem-solvingTeam management
Languages:English

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn