Engineers on his team are required to speak to at least one customer a quarter. Getting that done isn’t as easy as you’d think. One way is to attend a hackathon or meet-up that Twilio hosts for customers. Another is for an engineer to listen in on a call where an account manager is checking in with a customer. The best might be when a sales rep brings a developer along on a sales call, in addition to the sales engineer. “They can bring along the person who actually builds the product,” Ben says. “Sure, the developer won’t be as polished as the sales rep, but a smart rep will play that to their
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