Technical Account Manager 3

📋 Description

• • As a Technical Account Manager 3 at Twilio, you will be the cornerstone of our Personalized Support offering, serving as the primary technical liaison for a dedicated portfolio of enterprise customers. Your mission is to ensure these businesses not only leverage Twilio's powerful communication and customer engagement platforms to their fullest but also to proactively identify and resolve complex technical challenges that could impact their operations. This role demands a unique blend of deep technical acumen, strategic thinking, and exceptional customer relationship management skills, all within Twilio's remote-first, globally inclusive environment.
• • You will be the trusted technical advisor for a named set of Personalized Support customers, building strong, long-term relationships based on expertise and reliability. This involves understanding their unique business objectives, technical environments, and how they utilize Twilio's suite of products to achieve their goals. Your proactive engagement will be key to helping them maximize the value derived from their investment in Twilio, preventing potential issues before they arise and optimizing their use of our services.
• • A core responsibility is to provide expert-level technical support, diving deep into intricate issues that our largest enterprise clients face. This requires a rigorous problem-solving approach, meticulously diagnosing root causes, and developing effective, sustainable solutions. You will act as a coordinator for escalated customer issues, orchestrating efforts across internal Twilio teams (Engineering, Product, Sales, Support) and external stakeholders to ensure swift and satisfactory resolution. Maintaining clear and consistent communication on ticket status and progress is paramount to managing customer expectations and upholding our commitment to them.
• • Beyond reactive problem-solving, you will play a crucial role in shaping the customer's long-term success. This includes sharing best practices, offering guidance on optimizing their Twilio implementation, and recommending strategic improvements to enhance system stability and reduce the risk of critical downtime. Your insights will be invaluable in helping customers navigate the complexities of modern communication and customer engagement technologies.
• • The ability to remain calm and effective under pressure is essential. You will manage a high volume of complex technical challenges, requiring exceptional prioritization, situational assessment, and decision-making skills. Your capacity to balance multiple critical issues simultaneously, while maintaining a high standard of quality and customer focus, will be a key differentiator.
• • You will be instrumental in bridging the gap between our customers and our product development teams. By channeling customer feedback, pain points, and emerging needs, you will contribute directly to the continuous improvement of Twilio's products and services. This involves working closely with product managers and engineers to advocate for customer requirements and influence the product roadmap, ultimately enhancing customer satisfaction and driving product innovation.
• • Preparation and execution of Quarterly Business Reviews (QBRs) will be a regular part of your role. These sessions are critical for demonstrating the value Twilio provides, reviewing performance, discussing strategic initiatives, and aligning on future goals with your customers. You will coordinate with internal and customer teams to ensure these reviews are comprehensive, insightful, and action-oriented.
• • You will also be responsible for documenting customer-specific implementation contexts and technical configurations. This internal knowledge base is vital for enabling other Twilio teams to provide consistent and informed support, ensuring a seamless customer experience across all touchpoints.
• • This role is fully remote, based in Colombia, and embraces Twilio's commitment to a flexible, inclusive, and globally connected workforce. You will be part of a vibrant team, contributing to Twilio's mission of shaping the future of communications while enjoying the benefits of remote work and a strong company culture.
• • Success in this role means not just solving problems, but building trust, fostering strong partnerships, and enabling our customers to achieve their most ambitious goals through the effective use of Twilio's innovative solutions. You will be a key player in ensuring our enterprise clients experience the full power and potential of the Twilio platform.