• Manage the lifecycle of vendor engagements impacting business operations and partner relationships • Partner with business teams to monitor vendor compliance and performance • Maintain contract documentation and monitor key dates for renewals • Negotiate and facilitate contract renewals or terminations • Support business owners in managing vendor relationships • Develop strong relationships with key vendor partners • Management of vendor performance based on contract terms • Collect and report vendor SLA performance • Drive contracting activities including negotiating favorable terms and rates • Collaborate with legal and procurement teams to finalize contract terms

- Manage and organize the manager’s inbox to ensure timely responses and nothing is missed - Track project tickets/requests and daily tasks, following up to completion - Maintain task management systems and monitor deadlines - Coordinate follow-ups with internal team members, vendors, and clients - Keep project communications organized and up to date - Support management with scheduling, reminders, and general administrative assistance - Ensure tasks are completed on time and properly documented

• 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)