Technical Account Manager 3

Twilio·Remote(Remote - Colombia)

Customer Success

Excel

WFA Digital Insight

The demand for skilled technical account managers has skyrocketed in the remote job market, with a 25% increase in job postings over the past year. As companies like Twilio continue to drive innovation in the tech industry, professionals with strong technical and diplomatic skills are in high demand. With its commitment to diversity, equity, and inclusion, Twilio stands out as an attractive employer for those looking to make a real impact. Before applying, candidates should be aware that this role requires a unique blend of technical expertise and customer-facing skills, as well as the ability to work independently in a remote setting.

Job Description

About the Role

As a Technical Account Manager at Twilio, you will be the primary technical support engineering contact for strategic customers, working to resolve complex technical problems and provide proactive guidance to deliver added value through Twilio's technologies. This role is critical in ensuring customer satisfaction and driving business growth. You will be working closely with the Product and Engineering teams to provide customer feedback and drive improvements to Twilio's products.

The Technical Account Manager role is part of Twilio's customer-facing team, which is dedicated to delivering exceptional customer experiences. As a Technical Account Manager, you will be working remotely and will be expected to collaborate effectively with colleagues across different time zones. Your expertise and passion for technology will enable you to make a significant impact on Twilio's customers and drive business success.

Twilio is committed to fostering a culture of innovation, inclusivity, and teamwork. As a Technical Account Manager, you will be part of a vibrant team that values diversity, equity, and inclusion. You will have the opportunity to work with a talented group of professionals who are passionate about delivering exceptional customer experiences and driving business growth.

What You Will Do

Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
Work with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially costly and far-reaching consequences.
Collaborate with your teammates and the Twilio Product and Engineering teams via Slack to resolve technical issues and drive improvements to Twilio's products.
Analyze customer trends, identify patterns, and drive betterments to improve Twilio's support process.
Provide proactive guidance to customers to deliver added value through the use of Twilio technologies.
Deliver recommendations to customers to make their environment less susceptible to business-impacting downtime.
Remain calm and effective at higher workloads and excel at prioritization and evaluation of situational urgency.
Volunteer for holiday coverage on a stipend basis as needed.
Use Excel to analyze data, create reports, and drive business insights.
Develop and maintain technical documentation to support customer onboarding and product adoption.

What We Are Looking For

5+ years of experience in a technical support or account management role, preferably in the tech industry.
Strong technical skills, including proficiency in Excel and experience with cloud-based technologies.
Excellent diplomatic and communication skills, with the ability to work effectively with customers, developers, and internal teams.
Ability to work independently in a remote setting and collaborate effectively with colleagues across different time zones.
Strong problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions.
Experience working with customers to resolve technical issues and drive business growth.
Strong analytical skills, with the ability to analyze data, identify trends, and drive business insights.
Ability to remain calm and effective at higher workloads and excel at prioritization and evaluation of situational urgency.

Nice to Have

Experience working with AI-powered technologies and machine learning algorithms.
Knowledge of programming languages, such as Python or Java.
Experience working with Agile development methodologies and version control systems, such as Git.
Certification in IT service management, such as ITIL.

Benefits and Perks

Competitive salary and benefits package.
Opportunity to work with a talented group of professionals who are passionate about delivering exceptional customer experiences.
Collaborative and dynamic work environment that fosters innovation, inclusivity, and teamwork.
Professional development opportunities, including training and certification programs.
Flexible working hours and remote work arrangements.
Access to the latest technologies and tools, including cloud-based platforms and AI-powered software.
Comprehensive health and wellness program, including mental health support and employee assistance programs.
Generous paid time off and holiday pay.

How to Stand Out

Develop a strong understanding of cloud-based technologies and AI-powered software to stand out in the application process.
Showcase your technical skills by providing examples of how you have used Excel to analyze data and drive business insights.
Highlight your experience working with customers to resolve technical issues and drive business growth.
Be prepared to discuss your experience working in a remote setting and how you stay connected with colleagues and customers.
Research Twilio's products and services to understand the company's mission and values.
Practice your problem-solving skills by preparing examples of how you have analyzed complex technical issues and developed creative solutions.

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