Sr Manager - Managed Services Support

Profile

Because you belong at Twilio.
The Who, What, Why and Where
Twilio is growing rapidly and seeking a Sr. Manager to lead our Managed Services Support (MSS) Team (ie Partner Support Team) for Consulting Partners distributed globally (US, EMEA, LATAM & APAC). With the launch of the inaugural Managed Services Support program, you will be leading the development, operations and management with Consulting Partners to ensure customer success with mid-market and enterprise customers.
Who?
We are looking for a leader who lives Twilio
Magic
and has a demonstrated track record of leading Managed Services Support teams. They also have:
8 years Customer Support / Program Management / Project Management
Demonstrated leadership experience in building support teams to ensure successful growth and scaling of MSS programs
Have relevant experience in managing partnerships as well as program and systems design, pricing, quality control, governance, etc.
Proven track record of handling complex negotiations with multiple stakeholders
Hands-on experience with Salesforce Lightning and Zendesk and project management tools (i.e. Tableau, Airtable, G-Suite)
Bachelor’s degree or equivalent experience required
We seek people who naturally demonstrate our
values
, who enjoy challenging problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.
What?
As a Sr. Manager of MSS, you will live the Twilio Magic values:
BE AN OWNER: You will be responsible for all aspects of managing and scaling the team and program. This includes developing pricing, ensuring quality, improving the escalation process, managing volumes and creating terms of service. Ensure team readiness for supporting new products and services.
WEAR THE CUSTOMER’S SHOES: Manage a team of Partner Technical Account Managers (PTAMs) who are the designated technical contacts for our strategic partners. The team’s role is to assist partners to resolve complex technical problems, deliver proactive guidance to provide added value through the use of Twilio technologies and be the champion for the customer within Twilio. Deliver excellent partner and customer satisfaction and meet/exceed all operational targets (e.g., SLA attainment, Customer Satisfaction, Efficiency, etc.)
DON’T SETTLE & DRAW THE OWL: You are ready to partner closely with cross-functional teams to proactively resolve business and technical issues. A large part of your role involves program systems and process design in addition to leading PTAMs to ensure MSS is successful overall. You will also identify, document and advocate for resolution of roadblocks, in a data driven way, with various stakeholders to measure & enhance the partner and end customer experience, including and not limited to Support Tooling, Incentive Structure, MSA, etc.
BE INCLUSIVE: You will also be working alongside our Partner Managers, Support, Sales, Program and Customer Success teams to forecast the growth and scale the team. You will plan, hire and train new employees to supplement existing resources as needed while raising the bar on the standard of excellence. You will provide regular employee coaching and on-going guidance to foster a strong culture of collaboration, customer empathy and help employees achieve career development aspirations.
Why?
Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.
Where?
This position will be located in our Atlanta
office. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.
About Us
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Company info

Sign Up Now - MiamiCrossing.com