Partner Program Manager

Responsibilities

• 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.

Requirements

• 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.

Nice-to-Haves

• 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.

Compensation & Benefits

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C.: $116,960.00 - $146,200.00.
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $123,760.00 - $154,700.00.
• Based in the San Francisco Bay area, California: $137,520.00 - $171,900.00.
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan.
• All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.