Technical Onboarding Manager

Twilio is searching for a Technical Onboarding Manager to join the Customer Onboarding Services Team in our Professional Services Organization. You will partner with our Customer Success Managers and Account Executives to help our customers efficiently implement a wide range of Twilio’s products. The person in this role is dynamic, passionate about customer success, and leads by example. Reporting to the Sr. Manager of Onboarding Services, this position is essential to the success of new Twilio customers! 

Who?

Twilio is looking for a candidate who is at ease sitting down with developers, product managers, and executives and advising them on the best way to utilize cloud communications technology. They also have:

• 5+ years experience in a customer facing role of a highly technical product
• Have lead implementation activities with a technical product
• Technically proficient and enjoy solving problems. They understand modern technology, are able to troubleshoot issues, and are inventive. 
• An execution machine. When you’re tasked with something, it is completed with the utmost thought and care. You feel a sense of accomplishment after seeing a project come to fruition and can’t wait to take on the next task with the same level of energy.
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures

What?

As a Technical Onboarding Manager, you will live the Twilio Magic values:

• WEAR THE CUSTOMER'S SHOES: Ensure all aspects of a customer’s Twilio onboarding are successful and on track with the goals of the project
• WRITE IT DOWN: Develop success plans and business reviews for customers that outline critical success factors during the onboarding period including metrics for success, potential issues and provide recommendations
• NO SHENANIGANS: Raise customer issues and work with Sales, Customer Success, Product, and Support to get them resolved
• RUTHLESSLY PRIORITIZE: Know what customers need to come first and what to advance and when
• BE BOLD: Set our customer’s up for success by not only teaching others ‘how to fish’ but how to fish and scale.

Why?

We only succeed at Twilio when our customers succeed. The Onboarding Services Team is crucial to gaining revenue for Twilio. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio, and your role is critical in ensuring their success here. 

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 invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion, and innovation, and we want you and your ideas to thrive at Twilio.