The opportunity
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.
What you'll do
Provide personalized onboarding support for customers who sign up for our Fast Track Packages.
Help Fast Track customers solve existing onboarding issues through engagement: that meets their onboarding demands.
Able to provide compliance guidance for all A2P products.
Manage Onboarding SLAs and credit utilization for each product
Partner with operations teams to scale onboarding volumes per assigned customer
Join weekly calls with customers to report metrics and review any open items or additional onboarding needs
What they're looking for
- Wear the Customer Shoes: Provide onboarding support for common customer inquiries through slack in addition to Service now; to ensure customers have an excellent experience with Twilio.
- Draw the Owl: Assess the nature of product or service issues and resolve basic level problems
- Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
- Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved