• Lead, develop and motivate Cardiac Rhythm Management (CRM) service employees to deliver education and technical expertise in the hospital, clinic and other care settings to physicians and allied health professionals. • Lead and drive execution of CRM service strategy, programs, and key initiatives to efficiently optimize resources, deliver customer value and deliver exceptional service. • Partner with sales teams to achieve implant, revenue, inventory and expense goals for assigned geography. • Manage CRM Service Team to deliver unsurpassed service, technical expertise and support the achievement of implant and revenue goals. • Provide ongoing feedback and coaching to direct reports; provide regular performance reviews, goal setting discussions, development discussions, and implement corrective actions where necessary. • Responsible for CRM Clinical Specialist recruiting and hiring. • Continually work to maintain a strong, diverse bench of Clinical Specialist talent for future hiring opportunities. • Lead team to implement CRM service strategy, programs, new technology solutions that impact service delivery and key initiatives. • Drive service optimization and efficiency and new service models. • Collaborate with sales team and additional key stakeholders to coordinate and execute strategies to achieve service-related business objectives. • Work with regional and district leadership to align resources based on business priorities and appropriate service demands. • Ensure efficient, effective use of inventory, expenses and assets, and apply Customer Focused Quality Concepts.

Role Description The Personalized Support Expert (PSE) is a member of the Global Personalized support team supporting our top tier customers. They are responsible for handling a variety of Twilio products while also working and collaborating with the Technical Account Managers (TAMs). The Global PSE team advocates for our TAMs’ customers as if they are their own while providing 24x7x365 coverage, managing specializations and guarding the queue. In this role, you’ll: - BE AN OWNER: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. - WEAR THE CUSTOMER SHOES: Work with our customers' and partners' developers, architects, and support personnel to resolve problems with potentially very costly and far-reaching consequences. - EMPOWER OTHERS: Collaborate with your teammates, the Twilio Product and Engineering teams including filing JIRAs to report reproducible bugs. - RUTHLESSLY PRIORITIZE: Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend/holidays (Shifts are subject to change based on evolving team and customer needs). Qualifications - Fluent in English language (both oral and written) - 3+ years’ experience in a client-facing technical role, preferably in supporting REST API and ability to understand and troubleshoot issues with cloud solutions. - Experience working with top tier customers. - Supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk. - Excellence in task prioritization and evaluation of situational urgency. - Advanced time management skills and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures. - Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience. - Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need. Requirements - Previous exposure or knowledge of Twilio products - Experience working with JIRA, Confluence, Airtable and other project tools. - Skilled in troubleshooting network connectivity issues - Prior telecom (Carrier, SIP, PBX) including reviewing PCAPs/using Wireshark or messaging platform experience. Location This role will be remote, and based in Colombia. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, 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 - And much more (offerings vary by location)

• Lead and scale a multidisciplinary delivery team operating globally across multiple locations and ConnectWise products, ensuring consistent execution, quality, and outcomes. • Design, standardize, and continuously improve scalable delivery motions (Quickstart, low-touch, and tech-touch) to reduce time-to-value and increase adoption across the largest partner and customer segments. • Own the scale delivery operating model (intake, triage, segmentation, packaging, and capacity planning) to ensure the right level of touch is applied efficiently and consistently. • Define and govern end-to-end partner journey handoffs (e.g., Sales to Onboarding & Consulting, and Onboarding & Consulting to CSM/Support), including entry/exit criteria, required artifacts, and closed-loop feedback to reduce friction and rework. • Design and implement AI- and automation-driven initiatives to enhance the onboarding experience (e.g., guided setup, proactive insights, automated data validation, and next-best-action recommendations) and improve delivery efficiency. • Establish quality governance and performance measurement for scaled onboarding and consulting (CSAT, adoption milestones, time-to-value, rework/defect rate, efficiency, and coverage ratios by touch model), and provide regular visibility to stakeholders. • Capture partner feedback and delivery insights, and partner with Product, Support, and Operations to improve in-product onboarding, tooling, workflows, and best practices across the ConnectWise Platform. • Design and run a continuous enablement program for the Onboarding & Consulting team (role-based curricula, playbooks, product release readiness, AI tool training, and quality coaching) to sustain global consistency. • Drive distribution enablement within the Onboarding & Consulting practice by creating and operationalizing scalable delivery toolkits (playbooks, templates, AI-assisted assets, and training) that enable consistent Quickstart, low-touch, and tech-touch onboarding and consulting experiences across products. • Develop and maintain concise delivery documentation and partner-facing guidance (Quickstart checklists, standardized configurations, success plans, and troubleshooting guides) to support repeatable adoption and outcomes at scale. • Triage and validate delivery blockers and product/service issues impacting onboarding, drive resolution with the appropriate teams, and ensure clear documentation and structured communication. • Manage multiple concurrent scale-delivery initiatives across products and regions, balancing priorities while maintaining accurate documentation, stakeholder communication, and risk management. • Collaborate closely with the Scale Project Management organization and operations to coordinate planning and delivery for scaled onboarding and consulting programs, ensuring timelines, dependencies, and outcomes are met. • Drive partner satisfaction by delivering consistently high-quality experiences and improving feedback and survey results through measurable service improvements.

• Project planning and execution: Define scope, timelines, resources and create detailed project plans. Monitor project progress, identify and mitigate risks. • Team management: Lead and motivate cross-functional teams, fostering a collaborative, high-performance environment. • Stakeholder management: Establish and maintain relationships with internal and external clients, ensuring effective communication and stakeholder satisfaction. • Quality control: Ensure the quality of delivered products by defining quality criteria and conducting tests. • Budget management: Control project costs and ensure adherence to the planned budget. • Continuous improvement: Continually seek new technologies and methodologies to optimize processes and increase project efficiency.