Senior Manager, Personalized Support (Technical Account Management)

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient, fair, and transparent, but automation never makes the final call. Every hiring decision is made by real Twilions, ensuring a human touch at every step.

See yourself at Twilio

Join the team as Twilio’s next Senior Manager - Personalized Support (Technical Account Management)!

About the job

This position is needed to grow and oversee Twilio’s world-class Customer Support delivery within NAMER, aligned with one of our Direct Sales Verticals, collaborate with all of the functional teams within our larger GCS Org and provide managerial oversight for the Personalized Support managers & members (ie Managers of TAMs - Technical Account Managers and Tech Leads).

Responsibilities

The Sr. Manager will lead the Personalized Support teams composed of Managers of Technical Account Managers and Tech Leads. You will be a key member of the Personalized Support leadership team and will build bridges with the other functional teams across Twilio. In this role, you’ll:

Be responsible for the overall success of Twilio’s Personalized Support team, aligning with one of our NAMER Direct Sales Verticals. Responsibilities include scaling the team, meeting operational targets, increasing signups and revenue, and collaborating with the various leadership teams across the business.
Manage a team of Personalized Support Managers who manage Technical Account Managers aligned to supporting Personalized Support customers across a Sales Vertical.
Innovate and develop new ways to achieve high levels of customer satisfaction and operational efficiency.
Create a culture that attracts and retains outstanding talent and partners with functional leadership to meet/exceed all operational targets.
Drive the growth and scale of the Personalized Support US Western team.
Collaborate with Support and Services leaders across all time zones, and deeply integrate with other functional teams.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

7+ years Customer Support / Post-Sales / People Management
Demonstrated leadership experience in building Customer Support teams, and working cross functionally in both managerial and collaborative capacities.
A strategic thinker, able to come up with out-of-the-box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics.
Must be a strong leader with the ability to attract motivate retain and develop managers and individual contributors across multiple functional areas.
Ability to influence and build bridges with peer teams including those outside of the support organization.
Strong operational discipline with an analytical and process-oriented mindset.
Data-driven at your core: an analytical problem solver who can tackle big challenges with a sense of urgency.
Proven track record of meeting and exceeding goals and operational targets.
Strong oral and written communications skills.
Able to work in a dynamic ever changing environment with a strong bias toward action.
Exceptional time management and organizational skills
Solid communication and interpersonal skills; ability to be personable yet persistent
Excellent problem-solving and analytical skills; developed business judgment
Hands-on experience with Salesforce Zendesk project management tools (i.e., Tableau Airtable G-Suite)

Desired:

Experience in financial services industry (banking services) or in health/life sciences is a plus.
Availability to work in East Coast or Central time zones.

Location

This role will be remote,but is not eligible to be hired in CA CT NJ NY PA WA

Travel

We prioritize connection opportunities to build relationships with our customers each other For this role you may be required travel occasionally participate project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits including competitive pay generous time off ample parental wellness leave healthcare retirement savings program much more Offerings vary by location.

Compensation

The estimated pay ranges for this role are as follows:

Based in Colorado Hawaii Illinois Maryland Massachusetts Minnesota Vermont or Washington D.C.: $141520 - $176900.
Based in New York New Jersey Washington State or California (outside San Francisco Bay area): $149840 - $187300.
Based in San Francisco Bay area California: $166400 - $208000.

This role may be eligible participate Twilio’s equity plan corporate bonus plan All roles generally eligible benefits including health care insurance 401(k) retirement account paid sick time paid personal time off paid parental leave Successful candidate’s starting salary determined based permissible non-discriminatory factors such as skills experience geographic location Applications intended accepted until March 01 2026 but may change based business needs.

Twilio thinks big Do you?

We like solve problems take initiative pitch when needed always up trying new things That why seek colleagues embody values — something called Twilio Magic Additionally empower employees build positive change communities supporting volunteering donation efforts So if ready unleash full potential do best work be best version yourself apply now If this role isn't what you're looking please consider other open positions.

Equal Opportunity Employer Statement

Twilio proud equal opportunity employer We do not discriminate based upon race religion color national origin sex (including pregnancy childbirth reproductive health decisions related medical conditions) sexual orientation gender identity gender expression age status protected veteran status individual disability genetic information political views activity other applicable legally protected characteristics We also consider qualified applicants criminal histories consistent applicable federal state local law Qualified applicants arrest conviction records considered employment accordance Los Angeles County Fair Chance Ordinance Employers California Fair Chance Act Additionally participates E-Verify program certain locations required law.