FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading technical support teams within software or SaaS environments, focusing on customer experience enhancement through coaching, performance management, and cross-functional collaboration. Proficient in managing complex technical issues and driving strategic initiatives to achieve operational excellence.
Highest-signal resume keywords
Technical Support LeadershipCoaching Technical Account ManagersKPI Reporting/AnalysisCloud Computing KnowledgeSalesforce Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportComplex Problem ResolutionNetworking ProtocolsTroubleshootingPerformance ManagementEscalation ManagementAnalytical SkillsProcess-Driven SolutionsCustomer Support StrategiesRisk Management
Soft Skills
Emotional IntelligenceInterpersonal CommunicationProfessional WritingDiplomacyCollaboration
Tools & Technologies
SalesforceJIRAConfluenceAirtableZendesk
Industry Keywords
SaaSCustomer ExperienceSupport ExcellenceCross-Functional CollaborationOperational Requirements
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Lead a team of Technical Account Managers serving Twilio’s strategic customers
- Coach and develop TAMs in resolving complex technical problems and delivering proactive customer guidance
- Address technical questions and understand customer roadblocks and pain points
- Advocate with Product Management and Engineering teams using data-driven approaches to improve customer experience
- Collaborate with Sales teams to manage customer accounts
- Enable and train new employees as needed
- Raise standards for support excellence and foster collaboration and customer empathy
- Collaborate with Engineering, Supportability, Product, Readiness, and other cross-functional teams
Requirements
What you’ll need- 6+ years of experience as part of a support or operations team in a software or SaaS company
- 4+ years of experience leading a technical support team in a software or SaaS company
- Experience coaching Technical Account Managers in providing best-in-class customized proactive and reactive customer support
- Exceptional emotional intelligence, interpersonal communication, and professional writing skills
- Demonstrated history of driving complex product issue resolutions, including escalation management and internal and external strategy planning through solution delivery
- Ability to lead a team and develop and achieve performance outcomes, including KPI reporting/analysis, frameworks, daily management tasks, and training and enablement strategies
- Ability to prioritize multiple competing initiatives, including business-as-usual tasks, projects, on-call responsibilities, and operational requirements
- Diplomacy in uncertain situations with an analytical and process-driven solution approach
- Knowledge of networking protocols, standards, troubleshooting, and cloud computing
- Working knowledge of P/L, expense, cost, resource, and risk management in enterprise portfolios
- Experience with Salesforce, JIRA, Confluence, Airtable, Zendesk, and other project tools
Benefits
Comp & perks- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- Volunteering and donation efforts supported
- Remote-first work
- Occasional travel to project or team in-person meetings