Manager, Personalized Support

The Personalized Support team is the team of TAMs & Personalized Support Engineers who help our top customers and are key part of Twilio’s Global Support organization. Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications.

• Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for our strategic customers.
• Assist customers to resolve complex technical problems, deliver proactive guidance to provide added value through the use of Twilio technologies and be the champion for the customer within Twilio.
• As the Technical Support Manager of the Personalized Support team, be their coach and leader bringing out the best in each team member with keen interest in their overall well being.
• Dig deep to address technical questions as well as zoom out to look at the larger picture.
• Understand customer roadblocks and pain points and advocate in a data driven way with product management and engineering teams to enhance the customer experience.
• Work alongside Sales and Customer Success teams to forecast the growth and scale the team.
• Hire and train new employees to supplement existing resources as needed while raising the bar on the standard of excellence.
• Foster a strong culture of collaboration and customer empathy in the team.

• 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.
• Recognize that the only way to do that is to develop and coach your employees, to treat them the same way you would want them to treat your customers.
• Ability to lead a team to effectively develop and achieve the desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.).

This role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC. You may be required to travel occasionally to participate in project or team in-person meetings.

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.

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C.: $116,960.00 - $146,200.00.
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $123,760.00 - $154,700.00
• Based in the San Francisco Bay area, California: $137,520.00 - $171,900.00

This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

Apply via the official job posting on Twilio's Greenhouse board. Ensure you are engaging with an official @twilio.com email address. Twilio will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process.