Twilio

• Design, develop, test and deploy new features using technologies such as React, Typescript, Playwright, Vitest and Buildkite. • Own your own code, respond to incidents and participate in on-call rotation and participate in root-cause-analysis for incidents. • Meet Definition of Done for the software you build. • Refactor and reduce technical debt. • Write automated unit and integration tests in a continuous integration and delivery environment. • Manage your work through the use of Github, Jira, and Twilio’s build/deploy systems. • Collaborate with other team members, including Product leadership, influence, own, and work to improve the platform. • Actively participate in design and code review, backlog refinements and other agile ceremonies and work with team members to meet team’s sprint commitments. • Work independently or with your team to troubleshoot/determine resolution for issues in your team's domain. • Be responsible for documentation of projects you work on. • Rapidly acquire new technical skills and knowledge in a fast-paced, highly disruptive industry environment.

• Learn how to read customer contracts. • Implement customer pricing in the system • Review contracts that are implemented. • Assist other teams as required throughout the quarter. • Take part in Month/Quarter/Year End close activities.

Role Description This position is needed to support the management and growth of our business with Independent Software Vendors (ISVs) in North America. In this role, you will be directly responsible for the success of Twilio’s business in the Martech ISV segment in North America, supporting the development and growth of existing customers, as well as driving new business processes for prospective customers. Twilio supports some of the largest and fastest growing Martechs in the US and Canada, and the scale of use cases which are driven by these innovative customers is unsurpassed. - Experts in the AI, messaging, voice, email, and data spaces and Twilio’s offerings. - Key members of our go-to-market teams in developing and optimizing business critical customer engagement use cases with Twilio solutions. - Orchestrators of cross-functional engagements between customer and Twilio divisions as relationship owner and leader, with deep integration with product management, carrier relations, finance, and our go-to-market sales and services teams. Responsibilities - Cultivate the continued growth of key use cases by our strategic Martech ISV customers on the Twilio platform, especially in our messaging and email products. - Own highly analytical and consultative sales cycles to retain business in competitive vendor sourcing cycles, expanding business into new use cases, and winning new Martech ISV customers to the Twilio platform. - Partner cross functionally with services, product, and finance to develop and execute long range account plans. - Act as the voice of the customer to Twilio’s product, finance, and carrier relations teams. - Be an active expert in the AI, data, and communications spaces - staying abreast of key industry initiatives and new capabilities - on behalf of your customers and the wider Twilio go-to-market organization. - Ensure Twilio delivers an exceptional level of customer experience cross-functionally, managing critical escalations and designing account support strategies for maximum customer satisfaction and retention. - Deliver strategic outcomes in long term, high stakes negotiations which effectively capture long term growth for both Twilio and the customer. Qualifications - 5-8+ years of combined experience in major account or strategic sales, managing or leading quantitative, highly analytical products or solutions for their customers. - Comfortable working with business and highly technical leaders, while influencing their understanding and building supportive partnerships. - Analytical account development strategy based on using data to find opportunities and prove value. - Demonstrated track record of managing business forecasts and financial models for 8-figure deals and annual revenue under management. - Entrepreneurial mindset with appetite to define process and build programs. - Record of delivering market driven results, especially to scale and enterprise customers. - Excellent verbal and written communication skills (English). - Bachelor’s Degree or equivalent years of experience. Desired - Builder mindset with demonstrated ability to align technical potential with successful sales outcomes. Previous experience in technical engineering disciplines, especially Sales engineering or FDE preferred. - Deep experience working with telecom companies, including SMS aggregators, carriers, or global communications platforms. - Domain expertise from a highly quantitative industry such as advertising optimization, investment banking, security or commodity trading especially in non-standard segments. - Software, SaaS, CPaas or PaaS experience. - Demonstrable fluency in using AI for personal efficiency or wide problem analysis. Location This role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 25% travel is anticipated to help you connect in-person in a meaningful way. What We Offer - Competitive pay. - Generous time off. - Ample parental and wellness leave. - Healthcare. - A retirement savings program. - And much more. Offerings vary by location. Compensation Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only. - Based in Colorado, Hawaii, Minnesota or Vermont: $158,632.00 - $198,290.00. - Based in Washington D.C., Illinois, Maryland, Massachusetts or California (outside of the San Francisco Bay Area): $167,440.00 - $209,300.00. - Based in New York, New Jersey, Washington State, or the San Francisco Bay area, California: $176,256.00 - $220,320.00. This role may be eligible to participate in Twilio’s equity plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave. This role is eligible to earn commissions. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. Applications Applications for this role are intended to be accepted until June 15, 2026, but may change based on business needs. Equal Opportunity Employer Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

• Establish and execute country-level programs that align with Twilio’s short-term and long-term telecom compliance strategy. • Manage weekly compliance operating rhythm for your assigned countries, triaging developments and escalating critical issues to senior management. • Identify potential compliance risks and work cross-functionally to implement mitigation strategies • Own the corporate governance of regional initiatives by maintaining internal policies and procedures that ensure adherence to international telecommunications standards • Partner with Product and Engineering teams to drive innovation in compliance initiatives while identifying potential monetization opportunities. • Collaborate with internal functions to develop training materials and educate employees on evolving regulatory requirements. • Update senior leadership regularly on strategy execution and performance

• Drive lead qualification and nurturing of Twilio.org’s named account customers across community & social services, healthcare, education, and the public sector. • Be responsible for net new customer acquisition and driving new revenue while maintaining the highest levels of customer satisfaction. • Work with customers to understand their business and technical requirements. You will need to understand the capabilities of Twilio’s communications API platform so that, together, you can design a solution for their specific use case needs. • Continually add net new contacts to Salesforce for existing accounts. • Work diligently with cross-functional internal teams (Sales, Sales Development, Marketing, Product, Engineering, Support) to address customer requirements, advise on digital communication strategies, and help customers get started on the Twilio platform. • Be an owner to drive deals forward, knock down obstacles for our customers and internally, and find the best solution for each customer, and recommend process improvements to support the whole team. • Develop expertise in the social impact, nonprofit, and public sector markets to help prospective customers understand how others are leveraging Twilio’s platform to scale their reach and missions. • Have world-class interpersonal and communication skills to make complex technical and financial details sound simple. • Ability to balance competing priorities and manage multiple projects/deals at the same time.

• Build and own backend product capabilities for Stytch’s identity platform on Twilio. • Partner with Product and Engineering leadership to set direction, translate customer needs into product capabilities. • Collaborate across Twilio and Stytch teams to align on architecture and integrate platform capabilities. • Operate with deep technical ownership: author design docs, drive key technical decisions, review code. • Build in ambiguity—break down complex problems and design developer experiences that delight customers. • Improve production quality and resilience through strong observability, incident response and remediation. • Mentor and support other engineers through pairing, feedback, and knowledge-sharing.

• Lead a group of world class Software Engineers working on core and critical systems directly used by our customers. • Collaborate with Product and Engineering peers across the org to develop technical strategy for your team and long range plans to deliver for Twilio customers. • Raise the bar on reliability, operational efficiencies, and customer experience metrics core to Twilio Billing Experience • Influence direction, culture, and engineering standards across the whole team. • Continuously refine practices to support the growth, development, and improvement of both individuals and the team • Hire, mentor, and develop world class engineering talent and contribute to Twilio’s talent evolution

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management. • Regularly review and address DSAT feedback, reporting on trends and driving continuous improvements. • Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience. • Directly manage a team of Team Leads, ensuring high levels of engagement, motivation, and performance. • Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback. • Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA). • Collaborate with cross-functional teams to implement betterment plans for recurring issues. Support key customers with high-priority cases, ensuring proactive communication and resolution strategies. • Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk. • Partner with other managers and business stakeholders to improve support processes and enhance customer experience. • Contribute to strategic discussions regarding scaling operations, automation, and efficiency initiatives. • Participate in hiring and onboarding top talent, and work closely with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements. • Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively. Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.

Role Description Join the team as Twilio’s next Senior Credit & Collection Analyst. This role will work within the entire Order to Cash cycle and focus on day-to-day duties including: - Contact clients and discuss their overdue payments. - Negotiate with clients regarding overdue payments. - Respond to customer queries. - Achieve monthly cash targets while ensuring effective customer satisfaction. - Identify key areas for change or improvement. - Commit to nurturing and enhancing Twilio's unique culture through continuous improvement. Qualifications - Minimum of 3+ years of global Collections experience in US/LATAM. - Ability to work in a fast-paced environment and shift between details and the “big picture”. - Strong data analysis and reconciliations experience with targets and goals. - Experience in reduction of DSO, 30+, 60+, 90+, and 3rd party players. - Advanced Excel user level: ability to handle large raw data sets using pivots and functions like VLOOKUPS. - Strong interpersonal communication and negotiation skills. - Demonstrated problem-solving, process improvements, automation, and cross-functional collaboration skills. - E-invoicing experience for Mexico and knowledge of local legal and compliance regulations. - Excellent written and verbal communication skills in English. Requirements - Third level qualification in Accounting, Finance, or Business related discipline - or relevant experience. - NORAM collections experience is a plus. Location This role will be remote, based in Mexico City. Travel You may be required to travel occasionally to participate in project or team in-person meetings. Benefits - Competitive pay. - Generous time off. - Ample parental and wellness leave. - Healthcare. - Retirement savings program. - Offerings vary by location.

• Be strongly customer focused and drive a culture within your team that recognizes and promotes the importance of high availability and reliability for Twilio’s customer facing services • Empower a team of highly skilled Engineers, motivating them to perform their best and provide support and guidance that enables them to self-organize and to achieve sustained high velocity • Lead employee career development by providing coaching and mentoring to junior engineers, while guiding senior contributors to deliver on their potential • Collaborate across teams on best practices to build, test and operate services at scale in AWS environments, enabling high performance and availability • Contribute to technical deep dives and right-sizing of the engineering investment relating to modernization initiatives and service enhancements • Collaborate with Product Managers, Architects and Product Engineering partners to develop and drive a technical roadmap for your team that is aligned with the wider Platform Engineering organization and enables the achievement of defined quarterly objectives and key results • Communicate effectively with your leaders and peers, as well as internally within your team, distilling complex thoughts and articulating concepts and project plans through written and verbal communication • Be highly data driven, leveraging metrics and Service Level Indicators and Objectives to identify gaps in systems, services and processes and lead your team to develop and implement solutions to address them • Empower your team to participate actively in post incident reviews and to identify and take ownership for learnings and follow-up actions that improve Twilio’s responsiveness to service failures • Carry out periodic audits and risk assessments to identify opportunities to improve the security and reliability of Twilio’s services • Drive initiatives that increase the use of automation to reduce TOIL and manual intervention by product engineering teams to deploy and operate their services • As part of the Engineering Management team, foster leadership principles and behaviors throughout the organization and help to groom the next generation of leaders