Because you belong at Twilio

The Who, What, Where and Why

Who?

Twilio is looking for a Customer Success Manager who is a dynamic, passionate, self-starter to join our team. You’ll be working with a wide range of customer personas, from SMB, to the world’s hottest startups, and some of the largest global enterprise accounts. Your job is to support our new customers as well as existing customers with new Twilio use-cases as they launch their applications using Twilio’s wide range of products. This role is a hybrid of technical project management as well as product & account support. 

You will strategize with our sales leaders on key accounts to optimize and improve their existing Twilio footprint.. As a trusted advisor, you will ensure they have the Twilio products and services that best fit their immediate needs and their future use cases. You aren’t an engineer but you’ve proven technical aptitude in past roles by learning technical products, adjusting complex explanations depending on your audience, and troubleshooting basic issues where necessary.

You excel in a fast paced environment, working as a customer’s internal advocate  to remove obstacles that may impede a customer’s experience with Twilio. You thrive on solving new, complex challenges that are unique to your customers and their businesses.. You care deeply about building trust with everyone you work with.

Twilio is looking for a Customer Success Manager who has a successful track record of working with both technical and non-technical teams. We seek someone with:

• Strong experience in Customer Success, Product Enablement or Account Management (non-quota)
• Experience building Salesforce reports for account review and project health
• Great organizational and time management skills
• Previous Project Management experience in a technical environment
• Experience implementing new processes and communicating them with internal teams
• Motivated and positive approach to solving customer problems large and small.
• Minimum 2 years customer onboarding experience in a technical environment
• Experience working in JIRA, Confluence and ZenDesk a plus
• Ability to consume and transcribe technical documentation for customers
• History building reports from analytics/reporting tools (ex. Tableau, Looker)
• An understanding of API architecture and use cases
• Experience communicating with all levels (ex. developers, vendor management, C-levels)

You are technically curious and thrive on solving complex challenges that may have never seen before. You care deeply about building trust with everyone you work with.

What?

As a Customer Success Manager, your job is to work 1:1 with strategic and enterprise accounts to manage their onboarding projects. An average day consists of scheduling and holding conference calls with the customer to learn about their upcoming use cases and help them build a successful project plan. You will work closely with the customer to identify if internal resources, such as support, product training, product management or expert services are necessary for the customer’s project. Your goal is to help the customer launch their Twilio product based on their success criteria.

You will spend your day:

• Working cross-functionally internal Twilio teams to help address open customer requests
• Identifying and reporting on patterns and trends that affect the customers’ experience.
• Addressing billing questions, invoice setup and account review
• Generating and reviewing customer reports
• Creating and reviewing customer-facing project management documents
• Providing product best practices
• Attending regional sales meetings
• Escalating support tickets and monitoring their resolution
• Working with sales team to review account health
• Identifying and managing account risk
• Report and present customer status to senior management

A portion of your time will be spent on continual education of Twilio’s evolving products, services and internal process improvements. This is accomplished with self-service trainings, product webinars, internal documentation, and by shadowing colleagues. One of Twilio’s core values is “Draw the Owl,” and an ideal candidate will tackle new challenges and problems with this mindset.

Where?

This position will be located in RMZ Ecoworld office in Bangalore. You will enjoy our incredible perks: snacks, weekly team lunch, awesome health benefit coverage and cool swags. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.