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Twilio logo
Twilio

Twilio is a Platform-as-a-Service (PaaS) company established in 2007. In support of a flexible workplace, Twilio has previously posted freelance, flexible schedule, part-time, hybr

Manager, Personalized Support

Location

California + 5 moreAll locations: California | Connecticut | New Jersey | New York | Pennsylvania | Washington

Posted

46 days ago

Salary

$117.0K - $171.9K / year

Seniority

Senior

5 yrs expEnglish

Job Description

Manager, Personalized Support

Twilio

• Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for our strategic customers. • Assist customers to resolve complex technical problems, deliver proactive guidance to provide added value through the use of Twilio technologies. • Address technical questions as well as be able to zoom out and look at the larger picture. • Understand customer roadblocks and pain points and advocate in a data driven way with product management and engineering teams.

Job Requirements

  • 5+ years experience in management of a technical support team in a web-based software or SaaS company.
  • Passionate about the customer experience and driving exceptional customer satisfaction results.
  • Recognize that the only way to do that is to develop and coach your employees, to treat them the same way you would want them to treat your customers.
  • Ability to lead a team to effectively develop and achieve the desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.

Benefits

  • Competitive pay
  • Generous time off
  • Ample parental and wellness leave
  • Healthcare
  • Retirement savings program

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