Original listing text, shown exactly as published by the company.
Responsibilities
In this role, you’ll
- 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.
- 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.
- 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.
- 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
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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
- MBA is 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.
