Personalized Support Manager
Core
Manage a global team of Technical Account Managers to support Twilio's strategic customers, resolving complex technical issues and advocating for customer needs with engineering and product teams.
Role type
Manager, Personalized Support (Team Lead)
Builds
Customer success outcomes and technical support excellence for strategic enterprise accounts
Domain
SaaS / Cloud Communications
Required skills
Team leadership, coaching, technical support management, escalation management, cross-functional collaboration, data-driven advocacy, performance management, training & enablement
Preferred skills
Networking protocols, cloud computing, P/L and risk management, Salesforce/JIRA/Zendesk proficiency
Responsibilities
Lead and coach a team of Technical Account Managers; resolve complex customer technical issues; advocate for customer needs with product and engineering teams; manage customer accounts alongside sales teams; train and enable new employees; foster a culture of collaboration and customer empathy
Seniority
Manager, hands-on leadership