Manager, Professional Services, International Program Management

Who we are 

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 that make work feel truly rewarding. Your career at Twilio is in your hands.

See yourself at Twilio

Join the team as Twilio’s next Manager, Professional Services, International Program Management on Twilio’s International Professional Services team.

About the job

This position is needed to lead and support our growing International Professional Services practice, to help our International customers achieve value from their investment in Twilio’s suite of software and solutions. 

As the Manager of Professional Services, International Program Management, you will lead a team of globally-distributed Program Managers who ensure on-time and on-budget delivery of Twilio Professional Services engagements. Your team will play a critical role in helping our customers implement Twilio and realize the full value of their partnership with us. You will partner with sales to champion the value of services and scope services projects aligned to customer outcomes, deliverables, and value. You will play a critical role in ensuring that our services are effectively communicated and delivered to meet the unique needs of our customers. As a member of the International Professional Services Leadership Team, you’ll help set the strategy and lead the execution of our practice. This position requires a blend of technical expertise, leadership skills, and a passion for customer success.

Responsibilities

In this role, you’ll:

• Mentor and coach a team of Program Managers, fostering a culture of continuous learning and professional growth.
• Manage customer escalations and ensure on-time and on-budget Professional Services projects, and successful implementation and adoption of Twilio solutions across your team.
• Champion the value of professional services to prospective clients and stakeholders.
• Partner with Sales to scope services engagements for new and renewing business, ensuring alignment with customer outcomes and deliverables.
• Help to staff the right resources to the right projects, optimizing team capabilities and project success.
• Innovate and build new service offerings to meet evolving customer needs.
• Lead initiatives to enhance our professional services practice, ensuring alignment with company goals and customer expectations.
• Work closely with Sales, Customer Success, Support, and Product teams to deliver exceptional value to our customers.

Qualifications 

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!

Required:

• 5+ experience as an individual contributor in technical program management, professional services, or post-sales implementation roles.
• 1+ years leadership experience, with a track record of mentoring and coaching teams supporting technical products and solutions.
• Strong problem-solving skills and the ability to manage complex customer situations.
• Excellent communication and interpersonal skills, with the ability to build relationships with cross-functional partners.
• Passion for customer success and delivering value to customers via software and services. 

Desired:

• Experience in enterprise SaaS, data platforms, and/or marketing technology a plus

Location

 This role will be remote, and based in Ireland.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 20% travel is anticipated to help you connect in-person in a meaningful way.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

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.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.