Staff - Technical Account Manager

See yourself at Twilio

Join the team as Twilio’s next Staff, Technical Account Manager on Twilio’s product team.

About the job

This position is needed to be filled by a passionate engineer with customer facing experience and passion in Twilio’s Segment, Comms and SendGrid products, and who has a desire to support our largest and most strategic customers.

This individual also loves helping people, solving problems, and wants to be a major factor in the success of our customers. This position is for someone who is technical, but also wants to stay close to customers. Daily, you’re likely to interact with multiple languages, web frameworks, APIs, data warehouses, SQL queries, network troubleshooting and more. Most customer interactions happen within Zendesk, phone calls, virtual in-person meetings, and Slack chats.

You’d be joining a team of talented individuals that care deeply about Twilio’s customers, partners, each other and the broader community. We judge ourselves on how well we serve each of those stakeholders. So if you enjoy working with smart people and helping to build a company that cares about quality, you’ve found the right place.

Responsibilities

In this role, you’ll:

• Function as a consistent point of contact for a named portfolio of Personalized accounts

• Provide answers, share standard methodologies and solve the most complex technical issues that largest enterprise customers are facing

• Act as a coordinator for escalated customer issues

• Maintain customer promises by keeping tickets updated

• Utilize feedback to improve customer experience and debugging strategies 

• Work closely with the product team and partners to improve customer satisfaction 

• Assist in preparation and execution of quarterly business reviews

• Coordinate with internal and customer teams to ensure that the customer is getting the most value out of their subscription to Segment’s, Comms and SendGrid services

• Document customer specific implementation context for use internally

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 8+ years of experience in the Technical Support Engineering / Personalized Support Engineering / Customer Success Engineering roles or equivalent

• Ability to effectively communicate technical concepts and identify patterns in customer experience

• Solid client-side Javascript skills and experience working with APIs and server-side languages

• Understanding of SQL

• Understanding of network troubleshooting and telecommunications industry

• Strong commitment to learning the ins and outs of a complicated technical product

• Ability to work as part of a larger account team over long project spans, requiring some availability outside of standard business hours

• Experience with large enterprise customers and their unique demands (at least 1 year)

Desired:

• Expertise in part or all of Segment’s product portfolio (Segment Engage in particular) / SendGrid or Twilio Comms is highly desirable

Location

This role will be remote, and based in Spain.

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.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.