Manager, Professional Services
Global Delivery Center, India.

Because you belong at Twilio

The Who, What, Where and Why

Who?

Twilio is looking for a passionate leader to lead the Professional Services team from our India Delivery Center. 

 

The role will support & expand our team of seasoned consultants servicing Twilio’s largest customers. This leader thinks creatively about how to make the team more efficient as we scale and continue to deliver exceptional business outcomes and CSAT.

 

Most importantly, the Delivery Manager ensures our consultants are happy and engaged as they drive innovation for our customers in every industry. 

 

This leader lives the Twilio Magic and has a demonstrated track record of leading teams. They also have:

  • 7+ years of experience in professional services, ideally within a software company
  • Successfully managed the delivery of over $5M in services business or similar budget management responsibilities. 
  • Proven ability to get to the heart of customer needs quickly, and to earn/restore trust rapidly 
  • Experience building a happy, cohesive team spirit.
  • Effective communication about business value and ROI. Builds customer’s confidence in the delivery team during the services sales process. Has helped close 7 figure services deals. 
  • Ability to travel up to 25% or possibly more at peak times.

What?

As Delivery Manager, you will live the Twilio Magic values:

 

  • WEAR THE CUSTOMER’S SHOES: Owns and ensures customers in the region receive an excellent customer experience from the Twilio Professional Services team.
  • Measures CSAT and adjusts strategy based on results.
  • BE AN OWNER: Tracks the overall health of the delivery of work & revenue recognition for projects in their region.
  • BE BOLD: Delivers services revenue, margin, & utilization targets for the region.
  • BE INCLUSIVE: Builds a collaborative working environment where a diverse set of voices align to drive a positive outcome. 
  • Effectively manages field escalations while building trust with customers and internal teams.
  • Partners with the sales to scope new opportunities, articulating the value of professional services, and plan delivery.
  • Fosters collaboration with our product, support, and engineering teams and provides feedback from the field on features and functionality.
  • EMPOWER OTHERS: Recruits and discerns top-quality talent grows a diverse and engaged team.
  • Tracks & predicts staffing needs, putting together a staffing plan and business justification for it.
  • Acts as the player coach and provides ongoing support to team members during customer engagements.
  • WRITE IT DOWN: Reports on trends, challenges, blockers, and risks in their region. 
  • DRAW THE OWL: Thinks critically about what the team offers and how it executes. Proposes and implements changes to systems, processes, and BPMs to help the team be successful. 

 

Why?

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 have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.

Where? 

This position will be located in our beautiful office in Bangalore. You will enjoy our incredible perks: catered meals, snacks, and drinks, ergonomic desks, game room, fitness center, monthly All Hands, and more. 

 

You will also be part of 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, and 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.



Important COVID-19 Guidance (For candidates applying to roles in the United States):

To comply with Executive Order 14042, all Twilio employees working in the U.S. are required to submit proof of vaccination for COVID-19 unless they qualify for a medical or religious accommodation / exemption. Employees onboarded after January 4, 2022 must submit proof of vaccination or receive approval for an exemption prior to their Twilio start date.   

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