Twilio
Staff, Technical Account Manager (French Speaker)
Remote Customer Support role with clear candidate location fit.
PostedRecently added
Eligible countries59 accepted countries
Seniority signalLead
Work settingRemote
Accepted candidate locations
Role overview
Staff, Technical Account Manager (French Speaker)
Requirements and responsibilities
Readable role content extracted into sections for faster review.
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).
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AlbaniaAlgeriaAustriaBahrainBelgiumBotswanaBulgariaCroatiaCyprusCzechiaDenmarkEgyptEstoniaEthiopiaFinlandFranceGermanyGhanaGreeceHungaryIcelandIrelandIsraelItalyJordanKenyaKuwaitLatviaLithuaniaLuxembourgMaltaMauritiusMoldovaMontenegroMoroccoNetherlandsNigeriaNorth MacedoniaNorwayOmanPolandPortugalQatarRomaniaSaudi ArabiaSerbiaSlovakiaSloveniaSouth AfricaSpainSwedenSwitzerlandTanzaniaTunisiaUgandaUkraineUnited Arab EmiratesUnited KingdomZambia
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