Twilio - San Francisco, CA
posted 4 months ago
Twilio is seeking an experienced Technical Account Manager (TAM) to serve as the designated technical point of contact for our top-tier strategic customers in North America during Eastern Standard Time working hours. This role is crucial as it involves resolving complex technical problems that can have significant and costly implications for our customers. The ideal candidate will possess a deep understanding of Twilio technologies and the specific implementations of our customers, allowing them to provide tailored recommendations that minimize the risk of downtime and enhance the overall customer experience. As a TAM, you will leverage your technical expertise and diplomatic skills to address customer issues effectively. You will be responsible for providing proactive insights and guidance to help predict, prepare for, and prevent future high-impact situations. This includes collaborating with customers' developers, architects, and support personnel to troubleshoot and resolve complex problems. You will also work closely with Twilio's Product and Engineering teams, utilizing tools like Slack and JIRA to report bugs and communicate customer feedback. In addition to technical problem-solving, you will analyze customer trends and patterns, driving improvements in our support processes based on your observations. Your ability to remain calm and effective during critical escalations, along with your strong prioritization skills, will be essential in managing workload spikes and urgent situations. There may also be opportunities to volunteer for holiday coverage on a stipend basis, further demonstrating your commitment to customer support and service excellence.