Remote Global Technical Account Manager Lead

SendGrid; Colombia; Remote; COP 279,247,000 - 394,231,000; Full time

Benefits offered by this job

Healthcare

Generous time off

Remote-friendly

Job summary

Twilio is hiring a Manager, Personalized Support who will lead a global TAM team across Mexico and Colombia time zones. You’ll collaborate with Engineering, Product, and Sales to enable customers and TAMs, delivering proactive guidance and customer-centric solutions.

You will coach and develop TAMs, advocate for customers with a data-driven mindset, and drive performance through effective team leadership and process improvements. This remote role is based in Colombia.

Qualifications

• 6+ years of experience in a software or SaaS support/operations environment.
• 4+ years experience leading a technical support team in a SaaS company.
• Experience coaching Technical Account Managers in proactive/reactive customer support.
• Strong emotional intelligence, interpersonal communication and writing skills.
• Track record of resolving complex product issues including escalation management.
• Ability to lead a team and drive performance, collaboration, and KPI reporting.

Responsibilities

• Lead a team of Technical Account Managers serving strategic customers across geographic regions.
• Coach and develop TAMs to maximize customer outcomes and team performance.
• Collaborate with product management and engineering to address customer roadblocks with data-driven insights.
• Partner with Sales to manage customer accounts and train new teammates while upholding support excellence.

Skills

Team leadership

Coaching TAMs

Customer support

Emotional intelligence

Communication

Problem solving

Project management

Prioritization

Tools

Salesforce

JIRA

Confluence

Airtable

Zendesk

Job description

Twilio is hiring a Manager, Personalized Support who will lead a global TAM team across Mexico and Colombia time zones. You’ll collaborate with Engineering, Product, and Sales to enable customers and TAMs, delivering proactive guidance and customer-centric solutions.

You will coach and develop TAMs, advocate for customers with a data-driven mindset, and drive performance through effective team leadership and process improvements. This remote role is based in Colombia.