Technical Support Expert 2
•Twilio· 16h
🎧 Support⏰ Full-time⭐ Senior🇨🇴 Colombia
16h ago
Deepgram·3 days ago
Deepgram is the leading platform underpinning the emerging trillion-dollar Voice AI economy, providing real-time APIs for speech-to-text (STT), text-to-speech (TTS), and building production-grade voice agents at scale. More than 200,000 developers and 1,300+ organizations build voice offerings that are ‘Powered by Deepgram’, including Twilio, Cloudflare, Sierra, Decagon, Vapi, Daily, Cresta, Granola, and Jack in the Box. Deepgram’s voice-native foundation models are accessed through cloud APIs or as self-hosted and on-premises software, with unmatched accuracy, low latency, and cost efficiency. Backed by a recent Series C led by leading global investors and strategic partners, Deepgram has processed over 50,000 years of audio and transcribed more than 1 trillion words. There is no organization in the world that understands voice better than Deepgram.
At Deepgram, we expect an AI-first mindset—AI use and comfort aren’t optional, they’re core to how we operate, innovate, and measure performance.
Every team member who works at Deepgram is expected to actively use and experiment with advanced AI tools, and even build your own into your everyday work. We measure how effectively AI is applied to deliver results, and consistent, creative use of the latest AI capabilities is key to success here. Candidates should be comfortable adopting new models and modes quickly, integrating AI into their workflows, and continuously pushing the boundaries of what these technologies can do.
Additionally, we move at the pace of AI. Change is rapid, and you can expect your day-to-day work to evolve just as quickly. This may not be the right role if you’re not excited to experiment, adapt, think on your feet, and learn constantly, or if you’re seeking something highly prescriptive with a traditional 9-to-5.
Senior Strategic Renewals Manager
This is a senior, customer-facing commercial role. You’ll own renewal negotiations end-to-end for our most strategic accounts — forecasting against consumption, building the commercial case, and defending value with data when a customer under-projects usage or a competitor undercuts on price. You’ll identify expansion opportunities through the renewal motion and partner directly with the Account Executive, who owns expansion strategy and execution. You’ll partner closely with RevOps as the commercial voice in shaping the systems, process, and reporting behind the renewal motion. Your primary focus will be customer-facing renewal strategy, negotiation, and deal execution, and your judgement from the field will help ensure the renewal motion scales with the right visibility, governance, and commercial discipline.
Own renewal negotiations end-to-end for a book of strategic, high-value accounts, leading commercial conversations directly with customer executives, procurement, and finance.
Forecast renewals in a consumption-based model by translating usage, pacing, and adoption trends into a defensible commercial projection, and hold the line when a customer’s self-reported forecast doesn’t match the data.
Build and negotiate pricing and packaging for usage-based agreements (committed-use, credit tiers, discount structures), structuring multi-year commitments that protect ARR and capture growth.
Identify expansion opportunities during the renewal motion by using usage, adoption, and customer goals to surface growth potential, then partner with the Account Executive to help shape the expansion strategy.
Quarterback cross-functional deal strategy across CS, Sales, Finance, RevOps, and Legal - aligning the internal team on a single commercial plan and clear next steps for each account.
Get ahead of churn and contraction risk with a clear point of view on value realization; lead the save and turnaround plays when an account is at risk.
Help shape the renewals motion as the function scales turning what works into a repeatable commercial motion, with the runway to lead a growing renewals team over time.
See a renewal as a commercial deal to be won, not a transaction to be processed, and you’ve carried a number against one.
Are at your best in a hard negotiation: a competing offer on the table, a budget freeze, a procurement team pushing for a cut. You hold value without losing the relationship.
Deep understanding of consumption-based revenue. You understand how usage, pacing, and commitment structures drive a renewal, and you can forecast and negotiate around all of it.
Want to operate as a strategic partner to customer executives, and you’re comfortable being the most commercially fluent person in the room.
10+ years in commercial, customer-facing roles such as Strategic Account Management, Account Executive, and / or Renewals Manager, with a track record of carrying and hitting commercial targets.
Demonstrated track record owning and closing complex commercial renewals/expansions for strategic accounts at a consumption-based company.
A track record structuring multi-year, multi-product commercial agreements and navigating procurement, legal, and finance to close them.
Strong forecasting discipline and the commercial judgment to know when a forecast is real and when it needs to be challenged.
Comfort working AI-first, you already use AI tools to research accounts, model scenarios, and prep negotiations, and you’d expect to do more of that here.
Experience at a consumption-based company, AI, data, infrastructure, cloud, or communications.
Exposure to a technical or developer-focused customer base.
A point of view on how renewals should work in an AI-native company, and ideas for how to build it here.
Medical, dental, vision benefits
Annual wellness stipend
Mental health support
Life, STD, LTD Income Insurance Plans
Unlimited PTO
Parental leave
Flexible schedule
12 Paid US company holidays
Quarterly personal productivity stipend
One-time stipend for home office upgrades
401(k) plan with company match
Tax Savings Programs
Learning / Education stipend
Participation in talks and conferences
Employee Resource Groups
AI enablement workshops / sessions
*For candidates outside of the US, we use an Employer of Record model in many countries, which means benefits are administered locally and governed by country-specific regulations. Because of this, benefits will differ by region — in some cases international employees receive benefits US employees do not, and vice versa. As we scale, we will continue to evaluate where we can create more alignment, but a 1:1 global benefits structure is not always legally or operationally possible.
Backed by prominent investors including Y Combinator, Madrona, Tiger Global, Wing VC and NVIDIA, Deepgram has raised over $215M in total funding. If you're looking to work on cutting-edge technology and make a significant impact in the AI industry, we'd love to hear from you!
Deepgram is an equal opportunity employer. We want all voices and perspectives represented in our workforce. We are a curious bunch focused on collaboration and doing the right thing. We put our customers first, grow together and move quickly. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate.
We are happy to provide accommodations for applicants who need them.