Technical Account Manager 3 - Segment - Remote

Overview

This position is needed to support our largest and most strategic customers by providing technical guidance and troubleshooting expertise. It is filled by a passionate engineer with customer-facing experience and deep interest in Twilio’s Segment or Communications products.

In Short

• Function as a consistent point of contact for a named portfolio of Personalized accounts
• Provide answers, share standard methodologies and solve the most complex technical issues
• Act as a coordinator for escalated customer issues
• Maintain customer promises by keeping tickets updated
• Utilize feedback to improve customer experience
• Work closely with the product team to improve customer satisfaction
• Assist in preparation and execution of quarterly business reviews
• Coordinate with internal and customer teams for value maximization
• Document customer specific implementation context

Requirements

• 5+ years of experience in Technical Support Engineering or equivalent
• Ability to effectively communicate technical concepts
• Solid client-side Javascript skills
• Understanding of SQL
• Strong commitment to learning complex technical products
• Ability to work as part of a larger account team
• Experience with large enterprise customers
• Expertise in Twilio and Segment’s product portfolio is desirable

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Opportunities for community impact