Remote Technical Account Manager Lead

Twilio; Colombia; Remote; COP 279,532,000 - 394,633,000; Full time

Benefits offered by this job

Competitive pay

Generous time off

Parental and wellness leave

Healthcare

Retirement savings

Job summary

Twilio is hiring a Manager, Personalized Support to lead a global team of Technical Account Managers across Mexico and Colombia time zones. You will enable customers by resolving complex issues and delivering proactive guidance while collaborating with Engineering, Product, and Sales.

You will coach TAMs, address customer roadblocks, and drive data-driven improvements. A remote-first role with occasional in-person gatherings aligns with Twilio's global, inclusive culture.

Qualifications

• 6+ years in a software or SaaS support/operations role.
• 4+ years leading a technical support team in a SaaS company.
• Experience coaching Technical Account Managers for proactive and reactive support.
• Strong emotional intelligence, interpersonal and writing skills.
• Proven ability to drive complex product issue resolutions and escalation management.
• Ability to lead a team and develop performance outcomes (KPI reporting, trainings, etc.).
• Ability to prioritize multiple initiatives including on-call duties.
• Diplomacy with analytical, process-driven problem solving.
• Knowledge of networking protocols, cloud computing, and related tech.
• Experience with Salesforce, JIRA, Confluence, Airtable, Zendesk.

Responsibilities

• Lead a team of TAMs to support Twilio's strategic customers and provide proactive guidance.
• Coach and develop TAMs, fostering well-being and high performance.
• Analyze customer roadblocks and advocate with product/engineering for improvements.
• Collaborate with Sales to manage accounts and train new staff; raise support standards.
• Promote collaboration and customer empathy across the team.

Skills

Leadership

Emotional intelligence

Customer empathy

Technical coaching

Project management

Communication

Data-driven

Networking

Sales collaboration

Time management

Tools

Salesforce

JIRA

Confluence

Airtable

Zendesk

Job description

Twilio is hiring a Manager, Personalized Support to lead a global team of Technical Account Managers across Mexico and Colombia time zones. You will enable customers by resolving complex issues and delivering proactive guidance while collaborating with Engineering, Product, and Sales.

You will coach TAMs, address customer roadblocks, and drive data-driven improvements. A remote-first role with occasional in-person gatherings aligns with Twilio's global, inclusive culture.