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Job Description
See yourself at Twilio
Join the team as our next Support Account Manager
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help build better applications and customer experiences.
Although we’re headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We’re on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support wherever we do business. We employ thousands of Twilions worldwide, and we’re looking for more builders, creators, and visionaries to help fuel our growth momentum.
About the job
This position is filled by a passionate engineer with customer facing experience and expertise in Twilio’s Segment or Engage products, and who has a desire to support our largest and most strategic customers..
This individual also loves helping people, solving problems, and wants to be a major factor in the success of our customers. This position is for someone who is technical and experienced in web development, but also wants to stay close to customers. Daily, you’re likely to interact with multiple languages, web frameworks, APIs, data warehouses, SQL queries, and more. One customer might be combining web data with iOS data, while another sends point of sale purchases through a Go backend to multiple analytics tools and a data warehouse. Every problem is unique, and on a normal day you might interact with dozens of languages, analytics and marketing tools, and third party APIs.
The main responsibility of a Support Account Manager is to provide answers, share standard methodologies and tackle the most complex technical issues that Segment’s largest enterprise customers are facing. Additionally that person functions as a liaison to the broader account team internally at Segment, as well as a consistent point of contact for a named portfolio of enterprise accounts. This person will be the first line of troubleshooting on most customer cases in their portfolio, and will act as an internal coordinator for cases that go beyond their level of expertise in a particular product area. This individual will also act as a coordinator for advanced customer issues. Additionally this person will participate in quarterly business reviews with each of their customers, along with the broader account team. Most customer interactions happen within Zendesk, with a few phone calls, virtual in-person meetings, and Slack chats sprinkled in. Support account managers understand the business value that each of their customers gets from the Segment products they’ve purchased and help to ensure that each customer realizes that value. You’d be joining a team of dedicated individuals that care deeply about Segment’s customers, partners, each other and the broader community. We judge ourselves on how well we serve each of those collaborators. So if you enjoy working with inquisitive people and helping to build a company that cares about quality, you’ve found the right place.
Responsibilities
In this role, you’ll:
- Help customers apply Segment’s API across many platforms (web, mobile, server)
- Enhance the value generated from the many destinations Segment supports
- Maintain customer promises by keeping tickets updated. Apply feedback to improve customer experience and debugging strategies
- Improve team efficiency by creating internal content and improving public documentation. Assist in preparation and execution of quarterly business reviews.
- Take our support tooling and analysis to the next level by building simulators and visualizations
- Work closely with the product team and partners to improve customer satisfaction. Coordinate with internal and customer teams to ensure that the customer is getting the most value out of their subscription to Segment’s services
- Become a guide on the code base and functionality of the Segment platform, libraries, and integrations. And help improve it!
- Document customer specific implementation context for use internally
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:
- Expertise part or all of Segment’s product portfolio
- 2+ years of experience in the Customer Success Engineering role or equivalent
- Ability to communicate technical concepts and identify patterns in customer experience
- Proven 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)
Location
This role will be remote, and based in the US
Approximately 0-10% travel is anticipated.
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values – something we call . Additionally, we empower employees to build by supporting their volunteering and donation efforts.
So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!
If this role isn’t what you’re looking for, .
Please note this role is open to candidates outside of Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only.
The estimated pay ranges for this role are as follows:
- Based in Colorado: $82,080-$102,600
- Based in New York or Washington State: $86,880-$108,600
- Based in the San Francisco Bay area, California: $96,480-$120,600
- Additionally, this role is eligible to participate in Twilio’s equity plan.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
#LI-Remote
Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at .
