Manager, Customer Onboarding

Twilio

  • Full Time

See yourself at Twilio

Join the team as our next Manager, Customer Onboarding. 

Who?

Twilio is looking for a passionate servant leader to support & expand our team of seasoned consultants servicing Twilio’s largest customers. This leader thinks creatively about how to make the team more efficient as we scale and continue to deliver exceptional business outcomes and CSAT.

The Delivery Manager ensures our consultants are happy and engaged as they drive innovation for our customers in every industry. 

The scope of this role is to run the Onboarding practice in EMEA. In addition, the role will initially cover the APJ region for an interim period, until an equivalent position is opened in APJ.

This leader lives the Twilio Magic and has a demonstrated track record of leading teams. They also have:

  • 7+ years of experience in professional services, ideally within a software company
  • Successfully managed the delivery of over $5M in services business or similar budget management responsibilities. 
  • Proven ability to get to the heart of customer needs quickly, and to earn/restore trust rapidly 
  • Experience building a happy, cohesive team spirit
  • Effective communication about business value and ROI. Builds customer’s confidence in the delivery team during the services sales process. Has helped close 6 figure services deals. 
  • Ability to travel up to 20%

Responsibilities

As Delivery Manager, you will live the Twilio Magic values:

  • Owns and ensures customers in the region receive an excellent customer experience from the Twilio Professional Services team
  • Measures CSAT and adjusts strategy based on results
  • Tracks the overall health of the delivery of work & revenue recognition for projects in their region
  • Delivers services revenue, margin, & utilization targets for the region
  • Builds a collaborative working environment where a diverse set of voices align to drive a positive outcome. 
  • Effectively manages field escalations while building trust with customers and internal teams.
  • Partners with the sales to scope new opportunities, articulating the value of professional services, and plan delivery
  • Fosters collaboration with our product, support, and engineering teams and provide feedback from the field on features and functionality
  • Recruits and discerns top quality talent, grows a diverse and engaged team
  • Tracks & predicts staffing needs, putting together a staffing plan and business justification for it
  • Acts as the player-coach and provides ongoing support to team members during customer engagements

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.

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.

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!