Staff, Technical Account Manager (French Speaker)

Details

• Function as a consistent point of contact for a named portfolio of Personalized accounts
• Provide answers, share standard methodologies and solve the most complex technical issues that largest enterprise customers are facing
• Act as a coordinator for escalated customer issues
• Maintain customer promises by keeping tickets updated
• Utilize feedback to improve customer experience and debugging strategies
• Work closely with the product team and partners to improve customer satisfaction
• 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 Twilio products.
• Document customer specific implementation context for use internally
• 8+ years of experience in Technical Support Engineering, Personalized Support Engineering, Customer Success Engineering roles, or equivalent.
• Fluent in French and English.
• Deep understanding of the telecommunications industry.
• Experience with large enterprise customers and their unique demands (at least 1 year), including experience in managing dedicated customer accounts.
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience, with an interest in utilizing customer feedback to identify and drive improvements in our products.
• Good knowledge of RESTful technology, previous work with APIs, and the ability to understand, solve, and troubleshoot issues with cloud solutions.
• Comfortable in working with customers’ developers to troubleshoot their use of the Twilio helper libraries.
• Skilled in solving network connectivity issues, with a solid understanding of TCP/UDP, the basics of SSL/TLS, and general network troubleshooting.
• High competency in communicating complex technical issues and identifying patterns in customer experience for both technical and non-technical audiences via phone or email mediums.
• Advanced time management skills, excellence in task prioritization, ability to work well under pressure, and evaluation of situational urgency.
• Proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• An inquisitive mind to understand how things work, paired with a strong commitment to learning the ins and outs of a complicated technical product.
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
• WebRTC experience is a huge plus
• Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux.
• Development experience in a scripting language / framework (React, Node.js, JavaScript, Python).