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Senior Technical Onboarding Manager



Posted on Friday, May 31, 2024

See yourself at Twilio

Join the team as our next Technical Onboarding Manager (TOM)

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

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.


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


Not all applicants will have skills that match this job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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!


  • 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

Location .

This role will be remote, based in Colombia. No travel is anticipated.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!If this role isn't what you're looking for, please consider other open positions.

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