Staff Technical Account Manager

Who you are

• 8+ years of experience in Technical Support Engineering, Personalized Support Engineering, Customer Success Engineering roles, or equivalent
• Fluent in French and English
• Deep understanding of the telecommunications industry
• Experience with large enterprise customers and their unique demands (at least 1 year), including experience in managing dedicated customer accounts
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience, with an interest in utilizing customer feedback to identify and drive improvements in our products
• Good knowledge of RESTful technology, previous work with APIs, and the ability to understand, solve, and troubleshoot issues with cloud solutions
• Comfortable in working with customers’ developers to troubleshoot their use of the Twilio helper libraries
• Skilled in solving network connectivity issues, with a solid understanding of TCP/UDP, the basics of SSL/TLS, and general network troubleshooting
• High competency in communicating complex technical issues and identifying patterns in customer experience for both technical and non-technical audiences via phone or email mediums
• Advanced time management skills, excellence in task prioritization, ability to work well under pressure, and evaluation of situational urgency
• Proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures
• An inquisitive mind to understand how things work, paired with a strong commitment to learning the ins and outs of a complicated technical product
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need
• WebRTC experience is a huge plus
• Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux
• Development experience in a scripting language / framework (React, Node.js, JavaScript, Python)

What the job involves

• This position is needed to support Personalized customers in EMEA
• Twilio is growing rapidly and seeking a Technical Account Manager to be the designated technical support engineering contact for our strategic customers
• As a designated technical contact you will work with our customers to resolve complex technical problems with potentially very costly and far-reaching consequences
• You should have an interest in digging deep as well as be able to zoom out and look at the larger picture
• The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime
• You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational vitality
• You’d be joining a team of talented individuals that care deeply about Twilio’s customers, partners, each other and the broader community
• 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
• 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 Twilio products
• Document customer specific implementation context for use internally

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