Technical Account Manager
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Job Description
Technical Account Manager providing technical support for Twilio’s Personalized Support customers. Collaborating to troubleshoot complex issues and maximize customer satisfaction.
Responsibilities:
- 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 Segment’s 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 Twilio’s services
- Document customer specific implementation context for use internally
Requirements:
- 5+ 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
- 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)
- Expertise in part or all of Twilio and Segment’s product portfolio (Segment Engage in particular) is highly desirable
Benefits:
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- Many other benefits
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