Manager, Personalized Support

About the Role

The day-to-day responsibilities of this role involve coaching and leading the team of Technical Account Managers, ensuring they have the skills and support needed to deliver exceptional customer experiences. This includes staying abreast of customer challenges and working internally with product management and engineering teams to address these issues and enhance the overall customer experience. Collaboration with Sales and Customer Success teams is also essential to forecast growth, scale the team as necessary, and maintain high standards of excellence.

Twilio's commitment to diversity, inclusion, and innovation creates a vibrant work environment where employees can grow and thrive. As a manager, fostering a culture of collaboration, customer empathy, and technical excellence within the team is crucial. This role is ideal for someone who is not only technically adept but also passionate about leadership, customer satisfaction, and the future of communications technology.

What You Will Do

• Lead a team of Technical Account Managers to provide personalized support to Twilio's strategic customers.
• Coach and develop team members to enhance their technical and customer service skills.
• Collaborate with customers to understand their technical challenges and provide proactive solutions.
• Work with internal stakeholders, including product management and engineering teams, to address customer issues and improve the customer experience.
• Develop and implement strategies to scale the team and meet growing customer demands.
• Forecast team growth and plan for the recruitment and training of new team members.
• Foster a culture of customer empathy, technical excellence, and collaboration within the team.
• Participate in the development of best practices and standards for technical support across the organization.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Present findings and recommendations to senior leadership and other stakeholders.

What We Are Looking For

• Minimum of 5 years of experience in managing a technical support team, preferably in a web-based software environment.
• Strong technical background with the ability to understand and address complex technical issues.
• Proven leadership skills with experience in coaching and developing team members.
• Excellent communication and interpersonal skills, with the ability to work effectively with customers and internal stakeholders.
• Experience with data analysis and the ability to drive data-driven decisions.
• Strong customer service skills, with a focus on delivering exceptional customer experiences.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Experience with project management tools and methodologies.
• Strong problem-solving skills, with the ability to think critically and creatively.

Nice to Have

• Experience with communication technology platforms and APIs.
• Knowledge of cloud-based software solutions and their applications.
• Certification in technical support or a related field.
• Experience working in a remote-first or distributed team environment.
• Familiarity with agile development methodologies and practices.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a leading company in the communications technology space.
• Collaborative and dynamic work environment with a culture of innovation and inclusion.
• Flexible work arrangements, including remote work options.
• Professional development opportunities, including training and education support.
• Access to the latest technology and tools.
• Recognition and reward for outstanding performance and contributions.
• Comprehensive health and wellness programs.
• Generous paid time off and holiday schedule.

• Tailor your application: Ensure your resume and cover letter are tailored to the role, highlighting your technical support experience and leadership skills.
• Be prepared to talk about your technical expertise: Familiarize yourself with Twilio's products and services, and be ready to discuss your experience with similar technologies.
• Showcase your customer service skills: Provide examples of times when you've gone above and beyond to deliver exceptional customer experiences.
• Demonstrate your ability to work independently and as part of a team: Highlight your experience working in remote or distributed teams and your ability to collaborate effectively with colleagues and customers.
• Research the company culture: Understand Twilio's values and mission, and be prepared to discuss how you align with them and can contribute to the company's culture of innovation and inclusion.
• Prepare questions for the interviewer: Come up with thoughtful questions to ask during the interview, such as 'What are the biggest challenges facing the team right now?' or 'How does Twilio approach professional development and growth opportunities?'
• Follow up after the interview: Send a thank-you note or email to express your gratitude for the opportunity and reiterate your interest in the role.