About the Job
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences th...
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
Key Responsibilities
In this role, you’ll:
Set, manage, and meet customer expectations with regard to scope, budget, and timeline.
Ensure our customers have an excellent experience, see value from our solutions, and generate revenue for Twilio through successful implementations and expanded platform usage.
Serve as the primary point of contact for our customers throughout engagement delivery, providing guidance on solution architecture, system configuration, integration patterns, and deployment strategies.
Oversee engagements that successfully lead customers through various stages of their Twilio implementation, including solution design, implementation, configuration, production monitoring, and ongoing adherence to Twilio’s best practices.
Partner with other Twilio Professional Services team members to design, configure, and implement solutions. Contribute directly to technical discussions, and support solution delivery activities.
Lead a team of technical resources who will architect solutions, configure systems, write custom code, and set up product integrations based on customer requirements and the agreed upon scope of work.
Proactively analyze customer usage patterns, technical health, and implementation approaches to identify optimization opportunities. Recommend solutions or additional services that can drive greater value and platform adoption.
Send status reports, action logs, and other necessary project artifacts as outlined in the customer contract. Clearly communicate progress, risks and solutions to stakeholders.
Required Skills & Abilities
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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!
5+ years of project/program management experience implementing or delivering software solutions, with a preference towards SaaS based solutions.
Excellent written and verbal communication, persuasion, and presentation skills.
Ability to handle multiple competing priorities in a fast-paced environment either independently or as part of a team.
Ability to take the initiative to drive projects forward even under ambiguous circumstances.
Ability to effectively communicate across all levels of the organization from engineers to executives, and to establish yourself as a trusted advisor to leadership.
Proven ability to troubleshoot and resolve technical issues involving software configuration, data mapping and API integrations and system deployments. Strong problem-solving skills with both strategic and tactical application.
Demonstrated proven ability to serve as a subject matter expert and trusted advisor to customers in a software implementation or technical consulting environment.
Experience in identifying technical blockers and dependency problems in advance of customer impact and working collaboratively to implement solutions.
Ability to work non-standard, and holiday hours and other travel as needed to support Twilio and our customers business needs (typically not more than 10% annually).
Experience implementing, configuring, or managing one or more Twilio-related technologies such as email, voice, messaging, video, Customer Data Platform, and/or 2FA.
Experience creating delivery frameworks, implementation methodologies, and reusable solution patterns to accelerate customer success and ensure consistency across engagements
Experience with AGILE, SCRUM, Six Sigma, KANBAN, or KAIZEN.
A certification from the Project Management Institute (PMI) or Scrum.org.
Experience working with, implementing, or supporting a major CRM or SaaS platform.
Strong understanding of APIs and common web service integration pattern.
Experience with integration platforms or middleware (Mulesoft, Workato, Tray.io).
Experience participating in sales and proposal presentations, demonstrating solutions, and qualifying opportunities for professional services engagement.
Demonstrated experience in solution design, system configuration, and implementation support. Ability to provide hands-on guidance on technical architecture, integration patterns, and deployment strategies.
Deep knowledge of industry best practices, regulatory requirements, and use case patterns for communication channels (email, SMS, voice, video, etc.).
