Technical Account Manager 3

Who we are 

At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you're part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we're acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) technologies to maintain an efficient, fair and transparent hiring process. Our hiring process is never completely automated, and uses AI in conjunction with our recruiting professionals.

See yourself at Twilio

Join the team as Twilio's next Technical Account Manager 3.

About the job

This position is needed to provide technical support and serve as the primary point of contact for our Personalized Support customers. As the designated technical liaison, you will collaborate with customers to troubleshoot and resolve complex technical issues that may have significant and widespread impact.

You should possess a strong curiosity for deep problem-solving, while also being able to step back and consider broader strategic implications. The Technical Account Manager (TAM) role offers proactive guidance to help customers maximize the value of Twilio technologies and includes recommending improvements to reduce the risk of critical downtime.

Success in this role requires the ability to remain composed under pressure, effectively manage a high workload, and demonstrate strong prioritization and situational assessment skills.

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 Segment's 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 Twilio's 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:

• 5+ 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
• 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)
• Expertise in part or all of Twilio and Segment's product portfolio (Segment Engage in particular) is highly desirable

Desired:

• Development experience in Javascript or other scripting language

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.

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.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.