Staff Technical Account Manager, Twilio
More information about location
Cloud communications software
Be an early applicant
Cloud communications software
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To enable innovators across every industry - from emerging leaders to the world’s largest organisations - to reinvent how companies engage with their customers.
Role
Who you are
- This individual also loves helping people, solving problems, and wants to be a major factor in the success of our customers
- This position is for someone who is technical, but also wants to stay close to customers. Daily, you’re likely to interact with multiple languages, web frameworks, APIs, data warehouses, SQL queries, network troubleshooting and more
- We judge ourselves on how well we serve each of those stakeholders. So if you enjoy working with smart people and helping to build a company that cares about quality, you’ve found the right place
- 8+ years of experience in the Technical Support Engineering / Personalized Support Engineering / Customer Success Engineering roles or equivalent
- Ability to effectively communicate technical concepts and identify patterns in customer experience
- Solid client-side Javascript skills and experience working with APIs and server-side languages
- Understanding of SQL
- Understanding of network troubleshooting and telecommunications industry
- Strong commitment to learning the ins and outs of a complicated technical product
- Ability to work as part of a larger account team over long project spans, requiring some availability outside of standard business hours
- Experience with large enterprise customers and their unique demands (at least 1 year)
Desirable
- Expertise in part or all of Segment’s product portfolio (Segment Engage in particular) / SendGrid or Twilio Comms is highly desirable
What the job involves
- Join the team as Twilio’s next Staff, Technical Account Manager on Twilio’s product team
- This position is needed to be filled by a passionate engineer with customer facing experience and passion in Twilio’s Segment, Comms and SendGrid products, and who has a desire to support our largest and most strategic customers
- Most customer interactions happen within Zendesk, phone calls, virtual in-person meetings, and Slack chats
- You’d be joining a team of talented individuals that care deeply about Twilio’s customers, partners, each other and the broader community
- Function as a consistent point of contact for a named portfolio of Personalized accounts
- Provide answers, share standard methodologies and solve the most complex technical issues that largest enterprise customers are facing
- Act as a coordinator for escalated customer issues
- Maintain customer promises by keeping tickets updated
- Utilize feedback to improve customer experience and debugging strategies
- Work closely with the product team and partners to improve customer satisfaction
- Assist in preparation and execution of quarterly business reviews
- Coordinate with internal and customer teams to ensure that the customer is getting the most value out of their subscription to Segment’s, Comms and SendGrid services
- Document customer specific implementation context for use internally
Our take
Traditionally, it has been difficult for businesses to establish communications systems in-house. Twilio was founded from frustration with this expensive and cumbersome process, providing easy-to-use APIs to let businesses send and receive telephone and text communications.
From these beginnings, the company has expanded through acquisitions and product development to provide a suite of services around market data and customer engagement. It is now a market leader in this space, and has developed a customer base of more than 150,000 businesses including enterprise brands such as Deliveroo, Duolingo and Toyota.
With that said, aggressive expansion and lack of maturity in some of its products has impacted the company's efficiency, and like many of its peers it has been forced to restructure heavily to remain competitive. Coming out of this restructuring, the company will focus on profitability, streamlining decision making and R&D to put itself in good stead for future success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
35% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2015
$130m
SERIES E
Jun 2013
$70m
SERIES D
Total funding: $250.7m
Company benefits
- Generous annual time off in all countries
- Comprehensive health programs
- Programs to help our employees plan for their retirement needs
- Generous maternity, paternity, and adoption leaves, as well as family medical care leave
- Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
- Variety of snacks, drinks, and catered meals in each of our locations
- Work from home opportunities
Company HQ
Financial District, San Francisco, CA
Leadership
Khozema Shipchandler
(CEO, not founder)Has been at the company since 2018, beginning as CFO then working as COO, President of Communications then CEO. Prior to this, spent 20 years at GE, ultimately as CCO of GE Digital.
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