Description
We are seeking a Manager, Personalized Support to join our team at Twilio. As a Manager, Personalized Support, you will lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for our strategic customers.
The Personalized Support team is a key part of our Twilio's Global Support organization. You will be responsible for coaching and leading your team members, understanding customer roadblocks and pain points, and advocating in a data-driven way with product management and engineering teams to enhance the customer experience.
Responsibilities:
- Lead a team of Technical Account Managers (TAMs)
- Coach and lead team members, bringing out the best in each of them
- Understand customer roadblocks and pain points, and advocate for enhancements
- Work alongside Sales and Customer Success teams to forecast growth and scale the team
- Hire and train new employees to supplement existing resources
- Foster a strong culture of collaboration and customer empathy in the team
Qualifications:
- 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
- Ability to lead a team to effectively develop and achieve desired performance outcomes
Location: This role will be remote, and based in Colombia. Occasional travel may be required 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.