Technical Account Manager 3

About the Role

The day-to-day responsibilities of this role will include working closely with customers to understand their technical needs, resolving complex technical issues, and collaborating with internal teams to provide solutions. You will also be responsible for analyzing customer trends, identifying patterns, and driving improvements to the support process.

Twilio is a company that is shaping the future of communications, and this role is an opportunity to be at the forefront of that effort. With a strong culture of connection and global inclusion, Twilio values the diversity of its employees and is committed to creating a workplace that is welcoming and inclusive to all.

What You Will Do

• Use your technical expertise to resolve complex customer issues and provide proactive guidance to ensure customer success
• Collaborate with internal teams, including Product and Engineering, to provide solutions to customer issues
• Analyze customer trends and identify patterns to drive improvements to the support process
• Work closely with customers to understand their technical needs and provide tailored solutions
• Develop and maintain strong relationships with customers and internal stakeholders
• Stay up-to-date with the latest developments in the field of communications and data solutions
• Participate in ongoing training and professional development to maintain and improve your technical skills
• Volunteer for holiday coverage on a stipend basis as needed
• Use tools like Excel to track and analyze customer data and trends
• Provide regular updates and reports to management on customer issues and support process improvements

What We Are Looking For

• 5+ years of experience in a technical account management role, preferably in the communications or data solutions industry
• Strong technical skills, including experience with communications and data solutions
• Excellent customer-facing skills, with the ability to communicate complex technical information to non-technical stakeholders
• Experience working in a remote-first environment and collaborating with global teams
• Strong analytical and problem-solving skills, with the ability to analyze complex customer issues and develop creative solutions
• Experience with tools like Excel, and the ability to learn and adapt to new technologies
• Strong written and verbal communication skills, with the ability to develop and maintain strong relationships with customers and internal stakeholders
• Bachelor's degree in a related field, such as computer science or engineering

Nice to Have

• Experience working with artificial intelligence and machine learning technologies
• Certification in a related field, such as ITIL or Six Sigma
• Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines
• Knowledge of agile development methodologies and experience working in an agile environment

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a global customer base and collaborate with internal teams
• Professional development and training opportunities to maintain and improve your technical skills
• Flexible working hours and remote work arrangement
• Access to the latest technologies and tools in the field of communications and data solutions
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage
• Generous paid time off and holiday schedule
• Opportunity to participate in Twilio's employee stock purchase plan

• Make sure to highlight your technical skills and experience in your application, particularly in areas like communications and data solutions
• Be prepared to provide specific examples of times when you had to resolve complex technical issues and provide proactive guidance to customers
• Show enthusiasm for Twilio's mission and values, and be prepared to discuss how you can contribute to the company's culture of diversity, equity, and inclusion
• Use tools like Excel to track and analyze customer data and trends, and be prepared to discuss your experience with these tools
• Be prepared to discuss your experience working in a remote-first environment and collaborating with global teams
• Be prepared to ask questions about the role and the company, such as what a typical day looks like and what opportunities there are for professional development