Twilio

Staff Technical Account Manager

Twilio

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇪🇸 Spain

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Job Level

Lead

Tech Stack

JavaScriptSQL

About the role

  • 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

Requirements

  • 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)
Benefits
  • Competitive pay
  • Generous time off
  • Ample parental and wellness leave
  • Healthcare
  • Retirement savings program
  • Much more

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
JavascriptAPIsSQLnetwork troubleshootingtelecommunications
Soft skills
communicationproblem-solvingcustomer experienceteam collaborationcommitment to learning