Senior Engagement Manager

Because you belong at Twilio

The Who, What, Why and Where

Twilio is seeking a Professional Services Senior Engagement Manager to sell Twilio's Professional Services portfolio. The Professional Services Senior Engagement Manager is responsible for encouraging positive relationships with both our product sales teams, and our customers.  

As a Professional Services Senior Engagement Manager you will be joining a growing Professional Services team within an extraordinary technology organisation. You will have the opportunity to partner with best-in-class companies to help them build next-generation contact centres and customer engagement applications involving multiple communication channels such as SMS, Voice and Video. You will seek to understand their business case, user personas, use cases, and timelines to provide the right services solution for them. You will work closely with sales to identify service opportunities and drive business to both our services organization and to our systems integrator (SI) partner ecosystem.

Further, you will also partner closely with leadership to help grow the services sales organisation as we scale. You are a skilled relationship builder! You feel comfortable discussing Twilio products, standard methodologies, lessons learned, expectations, and real-world business impacts to a wide audience consisting of C-Suite Leaders, IT Leadership, Project Managers, Contact Centre Management, and Developers alike. You feel confident in your ability to master the balance between sales, staffing and delivery considerations.


Twilio is looking for an Professional Services Senior Engagement Manager with a consistent record in a Services Sales role.

  • 10+ years of professional experience in software, professional services, and / or contact centre, including 5+ years selling or directly supporting the sales process for a services practice
  • Ability to work within a high-velocity deal team with a diverse set of deal team members, and adaptable in a work environment that has a start-up mentality
  • Comfortable carrying bookings targets
  • Able to pitch services value proposition, identify winning strategies for services opportunities and driving commercial discussions to success while identifying and addressing complexity, risk and dependencies
  • Experience around contact centre software / services and / or custom application development with the ability to pick up on new technologies, new products, and new industries quickly
  • Excellent communication and presentation skills that can be leveraged to quickly build trusted-advisor status with internal partners and clients alike
  • Fluent in English, Mandarin speaker is a plus


You will be empowered to drive bookings through networking with Twilio sales, building an opportunity pipeline, and working with customers to resolve how best to enable their implementation! You will lead the sales cycle from (internal) prospecting through contracts and to the handoff to delivery. When safe to do so, travel would be expected up to 25%. 

As a Professional Services Services Senior Engagement, you will live the Twilio Magic:

  • BE AN OWNER: Ambitious spirit required as you shape and build key relationships among Twilio Sales, Partner Team, Customer Support and Client Success in order to keep the pipeline full of a diverse set of services opportunities. You will get plenty of support along the way, but your territory would be yours to build and manage--with an eye toward results.
  • DRAW THE OWL: Work with the sales team and the customer to create and improve on the approach for their Twilio implementation and application support. Every customer is unique and so are their circumstances, so being able to “right size” a solution is critical. 
  • WEAR THE CUSTOMER’S SHOES & BE BOLD: Advocate for the customer’s short-, medium- and long-term success every step of the way. Allow your experience and insight to continuously improve the process- even when the customer needs convincing.
  • BE INCLUSIVE: Selling here is a team sport and collaboration amongst all key partners are the building blocks for our success.
  • WRITE IT DOWN: Craft clear statements of work that set good and accurate expectations between Twilio and our customers, so that the experience and the outcomes are satisfying.


The Professional Services Services Senior Engagement plays a pivotal role within Services and Sales at Twilio. They have the responsibility of bringing in the work that keeps the Professional Services team growing and ultimately helps drive customer success on the platform. Further, the Professional Services Services Senior Engagement serves as the face of Professional Services to the customer during the selling process, often building to create the customer’s first impression of our expertise and commitment.

Twilio is empowering the world’s developers with ready access to all of today’s critical communication channels to build applications to engage with customers world wherever they are and however they prefer to connect. 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.


This position will be based in Singapore or Sydney. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience,  understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has modernized 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.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at

Apply for this Job

* Required


International - Self-Identification of Demographic Information

Twilio invites you to self-identify your personal demographic information to help continue our mission to foster inclusivity and diversity in our workplace. In keeping with the Twilio Magic, our values set the foundation for how we act, how we make decisions and how we win. These values shape our work culture and demonstrate our dedication to ensuring everyone is welcomed and supported. We invite you to self-identify your gender. Completing this survey is voluntary and you may select “Decline to Disclose”, but we hope you choose to participate.

Your responses to this survey will also help Twilio live up to our commitment to build inclusive teams that reflect the communities we serve. Responding is completely optional and voluntary and does not affect your standing as a candidate.  Whatever your decision, it will not be used for the purposes of any employment decision. However, we do hope that you will participate because your responses help us measure the effectiveness of our outreach and recruitment. Any information you do provide is anonymized and stored separately from your application in a confidential file, and the information cannot be viewed by your interview team or hiring manager at any time.

We hope you will join us in our commitment and enthusiasm for making Twilio a place where everyone belongs!

Voluntary Self-Identification of Gender