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Senior Technical Onboarding Manager


Customer Service & Support

IT & Telecoms GHS Confidential
2 weeks ago

Job Summary

The Customer Onboarding Team is searching for a Technical Onboarding Manager. Our team works with a variety of Twilio customers across a range of products & initiatives — including messaging, email, voice, and regulatory compliance — to help customers launch new use cases on Twilio and get them up and running quickly and successfully on the Twilio Platform. Technical Onboarding Managers (TOMs) serve as the project managers for these onboarding engagements and are highly skilled in onboarding practices, project management, and customer and internal communications.

  • Minimum Qualification : Degree
  • Experience Level : Senior level
  • Experience Length : 5 years

Job Description/Requirements


In this role, you’ll:

  • Manage project timelines
  • Synthesize technical information and provide UI demos for a range of stakeholders
  • Escalate risks and blocking issues impacting the onboarding engagement
  • Identify and align resources across Twilio to support the customer's onboarding journey
  • Share best practices and deliverables with customers and fellow Twilions
  • Monitor customer onboarding progress and share status updates with Professional Services (PS) leadership


  • 5+ years experience in a customer facing role for a highly technical product
  • Have lead implementation and launch project activities for a technical product
  • Technically competent and enjoy solving problems. You understand modern communications technology, are able to troubleshoot issues, and are resourceful. 
  • When you’re tasked with something, it is completed with the utmost thought and care. 
  • You feel a sense of accomplishment after seeing a project come to fruition and can’t wait to take on the next task with the same level of energy.
  • Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience. Experience in a customer facing role like Sales or Consulting is a big advantage. 
  • Advanced time management skills and the ability to work well under pressure. 
  • Proficiency at developing workflows for new products to increase onboarding and implementation velocity, and issue troubleshooting efficiency while still following standard processes and procedures

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