Technical Account Manager

Twilio Inc.

Job Overview

Location

Remote - Colombia

Job Type

Full-time

Full Job Description

📋 Description

• As a Technical Account Manager 3 at Twilio, you will be at the forefront of ensuring our Personalized Support Customers receive exceptional technical assistance, acting as their primary point of contact and trusted technical advisor.
• This role is critical in managing and resolving complex technical challenges that can have significant and far-reaching impacts on our clients' operations, requiring a blend of deep technical acumen and strong interpersonal skills.
• You will serve as the dedicated technical liaison, proactively engaging with customers to understand their unique challenges and to guide them in maximizing the value derived from Twilio's innovative communication technologies.
• Your expertise will be instrumental in identifying potential risks and recommending strategic improvements to Twilio's platform and services, thereby minimizing the likelihood of critical downtime and ensuring business continuity for our customers.
• Success in this dynamic position hinges on your ability to maintain composure under pressure, effectively manage a demanding workload, and demonstrate exceptional prioritization and situational assessment capabilities.
• You will leverage your strong technical and diplomatic skills to not only address immediate customer issues but also to channel valuable customer feedback directly to Twilio’s Product and Engineering teams, influencing future product development.
• This involves working closely with customer-side developers, architects, and support personnel to meticulously troubleshoot and resolve intricate problems that may carry substantial financial and operational consequences.
• Collaboration is key; you will work seamlessly with your fellow Twilio teammates and engage extensively with the Twilio Product and Engineering teams through platforms like Slack, and by diligently filing JIRAs to report reproducible bugs and technical issues.
• A significant aspect of your role will involve understanding emerging customer trends, analyzing patterns in support requests and technical issues, and driving improvements in our support processes.
• You will be responsible for reporting your observations and insights to the management team, providing data-driven recommendations to enhance our overall support strategy and customer experience.
• This role requires a proactive approach to customer success, anticipating needs and offering solutions before issues escalate.
• You will be expected to develop a deep understanding of Twilio's product suite and how it integrates into diverse customer environments.
• Building and maintaining strong, long-term relationships with key customer stakeholders will be paramount.
• You will act as a customer advocate within Twilio, ensuring their voice is heard and their needs are met.
• The ability to translate complex technical concepts into clear, actionable advice for both technical and non-technical audiences is essential.
• You will contribute to the creation and maintenance of technical documentation and knowledge base articles based on common issues and resolutions.
• This position offers a unique opportunity to work with a cutting-edge communication platform and to make a tangible impact on the success of hundreds of thousands of businesses worldwide.
• You will be part of a remote-first company culture that values connection, global inclusion, and continuous learning, contributing to a vibrant team with diverse experiences.
• Your career growth at Twilio is in your hands, with opportunities to develop new skills and take on challenging projects.
• The role demands a commitment to problem-solving, taking initiative, and a willingness to embrace new challenges and technologies.
• You will be empowered to build positive change, both within Twilio and in your community, aligning with Twilio's values.
• This position is specifically aligned with supporting customers in the Eastern Time Zone, requiring working hours to accommodate this schedule.
• You will be instrumental in ensuring customer satisfaction and retention by providing a superior level of technical account management.
• The role involves continuous learning and staying updated on Twilio's product roadmap and industry best practices.
• You will contribute to a culture of excellence and innovation within the customer success and technical support teams.
• This is an opportunity to shape the future of customer communication by helping businesses leverage Twilio's powerful tools effectively.

🎯 Requirements

• 4+ years of relevant technical account management or similar customer-facing technical support experience.
• Proven ability to troubleshoot and resolve complex technical issues in a timely and effective manner.
• Demonstrated experience in account management, including stakeholder communication and expectation setting.
• Strong enthusiasm for collaborating with internal teams (Product, Engineering) to find solutions.
• Availability to align working hours with the Eastern Time Zone customer base.
• Development experience in Javascript or another scripting language (desired).

🏖️ Benefits

• Competitive salary and compensation package.
• Generous paid time off and holidays.
• Comprehensive healthcare coverage.
• Ample parental and wellness leave options.
• Retirement savings program.
• Opportunities for professional development and continuous learning.
• Remote-first work environment with flexibility.
• Inclusive and collaborative company culture.

Skills & Technologies

JavaScript

Remote

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Twilio Inc.

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About Twilio Inc.

Twilio Inc. provides cloud-based communications platforms that enable developers to integrate voice, messaging, video, email, and authentication into applications via APIs. Founded in 2008, the company offers programmable services for SMS, voice calls, WhatsApp, email, and IoT connectivity, serving enterprises, startups, and communication service providers globally. Twilio operates a pay-as-you-go model, allowing customers to scale usage without managing underlying telecom infrastructure. The company is headquartered in San Francisco, California, and trades on the New York Stock Exchange under the symbol TWLO.

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