Teams at Twilio

Designated technical contact for a portfolio of enterprise Personalized customers in EMEA. Troubleshoot complex issues, coordinate escalations, provide proactive guidance, run QBRs, document implementations, collaborate with product and internal teams, and improve customer experience and operational resilience.

Drive tactical execution and operational delivery of complex cross-functional projects. Translate business needs into prioritized requirements, partner with Enterprise Technology and Global Operations, manage timelines, risks, and dependencies, maintain documentation in Airtable, coordinate UAT and launch enablement.

Lead and coach a team of Technical Account Managers to resolve complex technical issues, deliver proactive guidance, advocate customer needs with product and engineering, collaborate with Sales and Customer Success to scale the team, hire and train staff, and drive performance, KPIs, and customer satisfaction for strategic SaaS customers.