Director, Customer Success & Support , APJ

Job Description

Because you belong at Twilio

The Who, What, Where and Why

We are looking for an experienced Director of Customer Success and Support to lead and scale a world class post sales customer experience for all of our customers in Asia Pacific and Japan. We only succeed at Twilio when our customers succeed. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio.

Who?

You are passionate about the customer experience and driving exceptional customer satisfaction results and you recognize that the only way to do that is to develop and coach your employees, to treat them the same way you would want them to treat your customers.

• Extensive experience working in technical customer support or customer success organizations for software and/or telecommunications companies, with a significant portion of that time in a hands-on customer-facing role.
• Experience as a people manager in support organizations, including a proven track record of hiring and mentoring employees. Must have managed teams with 5 or more members.
• Experience working in a 24x7x365 support and/or success operation.
• Experience hiring and developing remote employees is preferred, including satellite offices and home-based workers.
• Strong domain knowledge in the latest tools and techniques for delivering world-class customer support and success.
• Experience designing and deploying custom, software-driven processes to help drive quality at scale with minimal human involvement.
• Passion for measurement, metrics and continuous improvement across the organization.
• Ability to partner and collaborate and communicate with executive leadership and peers in other departments (technical and non-technical)

What?

Your role is to manage a team of Technical Support Engineers who assist our customers with problems they run into in implementing or using the Twilio platform and products. You will also manage a team of Customer Success Managers who will engage proactively with new Twilio customers or new projects at existing customers to ensure these are successfully launched and expected revenue is realized from those customers.

You will hire and train new employees to supplement existing resources as needed while all the time raising the bar on the standard of excellence. You will foster a strong culture of collaboration and customer empathy in your team. A large part of your role involves understanding customer roadblocks and pain points and advocating in a data driven way with product management and engineering teams to enhance the customer experience and delight Twilio customers. You are relentless in the pursuit of improvements while at the same time valuing progress over perfection.

You are a key member of the regional management team in Asia Pacific and Japan and will partner closely with heads of other functions in region to facilitate the growth of Twilio business.

Why?

The Customer Success and Support team serves a critical role in ensuring that our customers are delighted with their experience with Twilio’s products and to ensure that customers can trust us to be there when they need our help. The Product Support Specialist works closely with Support and their respective product teams to ensure that the support that we provide is effective and timely and that we communicate issues that are impacting our customers to the responsible internal teams.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twili

Where?

This position will be located in our private office in the WeWork co-working space at 15 Beach Road , right in the middle of the city centre next to the iconic Raffles Hotel. You will enjoy our incredible perks: weekly team lunch, snacks, free flow of fresh fruit water, micro-roasted coffee, tea and craft beer, ergonomic desks, ping pong games, daily community events, vibrant co-working space filled with multinational companies / startups / entrepreneurs / freelancers, and more. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values , who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.

About us

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance. #LI-POST