Job added in hotlist
Applied job
Contract job
90-day-old-job
part-time-job
Recruiter job
Employer job
Expanded search
Apply online not available
View more jobs in Dublin, BAILEATHACLIATH
View more jobs in Ireland

Job Details

Support Account Manager - Customer Success

Location
Dublin, BAILEATHACLIATH, Ireland, Ireland

Posted on
Oct 27, 2022

Apply for this job






Profile

See yourself at Twilio
Join the team as our next
Support Account Manager - Customer Success
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help
companies and developers worldwide
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
diversity, equity & inclusion
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 solve 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 escalated 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 talented 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 stakeholders. So if you enjoy working with smart 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 utilize Segment’s API across many platforms (web, mobile, server)
Maximize the value generated from the many destinations Segment supports
Maintain customer promises by keeping tickets updated
Utilize feedback to improve customer experience and debugging strategies
Improve team efficiency by creating internal content and improving public documentation
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
Become a guide on the code base and functionality of the Segment platform, libraries, and integrations. And help improve it!
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 Segment’s services
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 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)
Location
This role will be
remote, and based in Ireland.
Approximately
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
Twilio Magic
. Additionally, we empower employees to build
positive change in their communities
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 consider other open positions
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 ****

Company info

Sign Up Now - AccountManagementCrossing.com