Manager, Personalized Support
WFA Digital Insight
As the demand for personalized customer experiences continues to grow, companies like Twilio are looking for skilled support managers to lead the charge. With a 25% increase in remote support roles in the past year, this is an exciting time to join the industry. Twilio's commitment to remote-first work and diverse hiring practices makes it an attractive option for those looking for a dynamic and inclusive work environment. Candidates should be prepared to showcase their technical expertise, leadership skills, and passion for customer success.
Job Description
About the Role
The Manager, Personalized Support role at Twilio is a unique opportunity to lead a team of Technical Account Managers and drive customer success. As a key member of the support team, you will be responsible for ensuring that Twilio's products meet the needs of its customers and that Technical Account Managers have the tools and resources they need to provide exceptional support. The role requires a strong technical background, excellent leadership skills, and a passion for delivering personalized customer experiences.The support team at Twilio is responsible for resolving complex technical problems, delivering proactive guidance, and being the champion for the customer within the company. As the Manager, Personalized Support, you will be expected to coach and lead a team of Technical Account Managers, bringing out the best in each team member and fostering a strong culture of collaboration and customer empathy.
Twilio is committed to creating a diverse and inclusive work environment, and this role is no exception. The company values diverse experiences from all kinds of industries and encourages everyone who meets the required qualifications to apply.
What You Will Do
- Lead a team of Technical Account Managers who are the designated technical contacts for Twilio's strategic customers
- Coach and develop Technical Account Managers to provide best-in-class customized proactive and reactive support to customers
- Collaborate with Engineering, Supportability, Product, Readiness, and other cross-functional teams to enable customers and Technical Account Managers
- Understand customer roadblocks, pain points, and advocate in a data-driven way with product management and engineering teams to enhance the customer experience
- Work alongside Sales teams to manage customer accounts and enable and train new employees to supplement existing resources as needed
- Foster a strong culture of collaboration and customer empathy in the team
- Develop and implement processes and procedures to improve the efficiency and effectiveness of the support team
- Analyze customer data and feedback to identify trends and areas for improvement
- Develop and maintain technical documentation and knowledge base articles to support customer success
What We Are Looking For
- 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 skills, and ability to build strong relationships with customers and team members
- Strong technical background, with experience in software development, engineering, or a related field
- Experience with Salesforce and Excel, with the ability to learn and adapt to new technologies
- Strong analytical and problem-solving skills, with the ability to analyze complex technical problems and develop creative solutions
Nice to Have
- Experience working in a remote-first environment, with a strong understanding of the challenges and opportunities of remote work
- Experience with artificial intelligence, machine learning, or other emerging technologies
- Certification in a related field, such as ITIL or Six Sigma
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a dynamic and innovative company that is shaping the future of communications
- Collaborative and inclusive work environment, with a strong focus on diversity and inclusion
- Flexible working hours and remote work options, with the ability to work from anywhere in the world
- Professional development opportunities, with access to training and education programs
- Access to the latest technologies and tools, with the opportunity to learn and adapt to new technologies
How to Stand Out
- Make sure to highlight your technical expertise, particularly with Salesforce and Excel, in your application and interview
- Showcase your leadership skills and experience coaching Technical Account Managers
- Be prepared to provide specific examples of how you have driven customer success in previous roles
- Research Twilio's products and services, and be prepared to ask informed questions during the interview process
- Emphasize your ability to work in a remote-first environment, and your experience with collaboration tools and technologies
- Don't be afraid to ask about the company culture and values, and how they impact the day-to-day work of the support team
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.