Manager, Personalized Support

📋 Description

• • As Manager, Personalized Support at Twilio, you will lead a global team of Technical Account Managers (TAMs) who serve as the primary technical contacts for Twilio’s strategic customers, ensuring they resolve complex issues and receive proactive guidance to maximize value from Twilio’s platform.
• • Day to day, you will coach and develop TAMs, advocate for customer needs with product and engineering teams using data-driven insights, collaborate with Sales to manage accounts, and drive support excellence through training, enablement, and performance management while operating within U.S. Eastern and Central Time Zones.
• • Twilio is a remote-first, globally inclusive company shaping the future of communications by empowering hundreds of thousands of businesses and millions of developers to build personalized customer experiences through innovative AI-powered solutions.
• • In this role, you will deepen your expertise in technical support leadership, cross-functional influence, and customer advocacy while growing your ability to scale team performance, drive product improvements, and foster a culture of empathy and collaboration across global teams.