Partner Program Manager

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.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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Join the team as Twilio’s next Partner Program Manager.

This position is needed to drive an exceptional experience for our Systems Integrators (SIs), Independent Software Vendors (ISVs), Resell, and Technology partners. This role focuses on optimizing partner onboarding, managing partner communications, supporting our partner tech stack and key vendor relationships, and executing strategic initiatives that enhance the partner journey. If you have experience in partner management, program development, and communication strategy, this role offers an exciting opportunity to make a significant impact in our partner ecosystem.

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.

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!

• 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. 

• 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.

1. This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA.

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.

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. 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.