Partner Program Manager

See yourself at Twilio

Join the team as our next Partner Program Manager!

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, diverse team 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. 

About the job

We are seeking a highly organized and proactive Partner Program Manager to drive an exceptional experience for our Systems Integrators (SIs), Independent Software Vendors (ISVs), Resell, and Technology partners. This role focuses on optimizing partner onboarding, managing partner communications, supporting our partner tech stack and key vendor relationships, and executing strategic initiatives that enhance the partner journey. If you have experience in partner management, program development, and communication strategy, this role offers an exciting opportunity to make a significant impact in our partner ecosystem.

Responsibilities

In this role, you’ll:

Partner Experience Management:

• Lead partner onboarding processes, optimize support workflows, and manage support ticket escalations to deliver a seamless partner experience.
• Serve as the primary point of contact for partner and internal inquiries related to Twilio’s partner programs.
• Collaborate with marketing to drive engagement through partner events and certifications.

Documentation and Content Management:

• Maintain and regularly update partner program documentation to ensure accuracy and alignment with Twilio’s latest offerings.
• Collaborate with cross-functional teams to improve program guides and enablement materials, providing clear and accessible resources for partner success.
• Develop and manage partner communications, including monthly newsletters, quarterly product webinars, and feedback surveys, to foster continuous, high-touch engagement across all partner segments.

Strategic Initiatives and Process Improvement:

• Contribute to strategic projects aimed at enhancing the partner experience and overall program impact.
• Identify areas for operational improvement and assist in implementing process enhancements to streamline workflows and boost program efficiency.

Project Management and Cross-Functional Collaboration:

• Develop and execute project plans for partner program initiatives, working closely with Product, Marketing, Sales, and Customer Success teams.
• Track project progress, facilitate stakeholder updates, and ensure timely delivery of key milestones to support a coordinated approach to program success.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

• Bachelor’s degree in Business, Marketing, Communications, or a related field; relevant experience may be considered.
• 5-8 years of experience in project or program management, customer success, or a similar role focused on partner engagement and program operations.
• Strong project management skills, with the ability to develop and execute project plans, track milestones, and work cross-functionally.
• Excellent communication skills for delivering complex information clearly across various partner communications, including newsletters, webinars, and surveys.
• Experience with documentation management and content creation for program guides and enablement resources.
• Demonstrated ability to drive process improvements and contribute to strategic initiatives within partner or program environments.

Desired:

• BA/BS degree or equivalent required. MBA a plus 
• Experience in SaaS or cloud-based technology environments.
• Demonstrated understanding of partner programs and partner experience best practices.
• Hands-on experience with partner or CRM technology stacks, specifically with tools like Impartner, MindTickle, Crossbeam and Salesforce (SFDC).
• Proven expertise in partner onboarding, support management, and developing partner-focused workflows.
• Familiarity with partner ecosystems, particularly working with Systems Integrators (SIs), ISVs, Resell, and Technology partners.
• Experience in managing partner communications, tracking partner support tickets, and executing partner events.

Location 

This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.

*Please note this role is open to candidates outside of Colorado, California, New York, Washington and Washington, D.C. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado or Washington D.C.: $112,320 - $140,400.
• Based in New York, Washington State or California (outside the San Francisco Bay Area): $118,960 - $148,700.
• Based in the San Francisco Bay area, California: $132,160 - $165,200.
• This role may be eligible to participate in Twilio’s equity plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. 

Applications for this role are intended to be accepted until November 15th, 2024 but may change based on business needs.