Manager, Personalized Support - Remote

Overview

The Manager, Personalized Support at Twilio leads a team of Technical Account Managers, ensuring high performance and customer satisfaction through effective support and collaboration.

In Short

• Lead a global team of Technical Account Managers.
• Provide technical support and guidance to Twilio’s strategic customers.
• Collaborate with cross-functional teams to enhance customer experience.
• Coach team members to achieve their best performance.
• Manage customer accounts alongside sales teams.
• Address technical questions and advocate for customer needs.
• Foster a culture of collaboration and empathy within the team.
• Drive complex product issue resolutions.
• Prioritize multiple initiatives effectively.
• Engage in approximately 10% travel for in-person connections.

Requirements

• 6+ years in a support or operations role in software or SaaS.
• 4+ years managing a technical support team.
• Experience coaching Technical Account Managers.
• Strong emotional intelligence and communication skills.
• Proven track record in driving issue resolutions.
• Ability to lead teams and achieve performance outcomes.
• Skilled in prioritizing competing initiatives.
• Analytical and process-driven approach to problem-solving.

Benefits

• Competitive pay and generous time off.
• Ample parental and wellness leave.
• Healthcare and retirement savings program.
• Support for volunteering and donation efforts.
• A vibrant and inclusive remote-first work culture.