Personalized Support Manager

The Personalized Support Manager is responsible for the performance of Twilio’s products and will manage a team of global Technical Account Managers while working in United States Eastern and Central Time-Zones. The Manager in this role collaborates with Engineering, Supportability, Product, Readiness and other cross functional teams to enable customers and Technical Account Managers.

Responsibilities

In this role, you’ll:

• Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for Twilio’s strategic customers. The team’s role is to assist customers in resolving complex technical problems, delivering proactive guidance to provide added value through the use of Twilio technologies and being the champion for the customer within Twilio.
• As the Personalized Support Manager, you will be the coach and leader for a team of TAMs; bringing out the best in each of your team members with keen interest in their overall well being.
• You are ready to dig deep and address technical questions as well as be able to zoom out and look at the larger picture. A large part of your role involves understanding customer roadblocks, pain points and advocating in a data driven way with product management and engineering teams to enhance the customer experience and delight Twilio customers.
• You will also be working alongside our Sales teams to manage customer accounts. You will enable and train new employees to supplement existing resources as needed while raising the bar on the standard of support excellence. You will foster a strong culture of collaboration and customer empathy in the team.

The estimated pay ranges for this role are as follows:

• Based in Colorado: $99,360.00 – $124,200.00
• This role may be eligible to participate in Twilio’s equity plan.
• All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.