Senior Manager, Customer Experience

Key Skills

Aartificial intelligence, Effective communication skills, Leadership Skill, Marketing Strategy, Product Management, Writing

Job Description

This position is needed to develop and deliver live customer experiences to the largest and most diverse customer base at Segment. Customer Experience Managers (CXMs) operate within the Digital CS & Experience function.

Engagements will primarily take place in a 1:Many setting although CXMs will also drive direct customer interventions, taking numerous approaches to guide customers towards healthy product adoption, value, and eventually, renewal. In this role, you’ll have the opportunity to help some of the world’s most influential companies solve their toughest data problems at scale.

Responsibilities

In this role, you’ll:

• Build and implement a strategy to drive customer adoption and retention for our largest cohort of customers
• Run a world class team by owning development programs to hire, coach, develop, and retain high-performing CXMs
• Partner with the Customer Programs team to execute upon an innovative roadmap of 1:1, 1:few, and 1:many engagements for your team to deliver through our core tools including but not limited to the customer Community, content personalization engine, and AI.
• Pioneer strategies to enhance self-service capabilities for our customers
• Collaborate with regional Sales and CS leaders to develop regional roadmaps and drive adoption of your team’s 1:many engagements.
• Set engagement and adoption targets for your team and hold them accountable to achieving them.
• Understand the entire customer lifecycle, contributing to the iteration of the experience by identifying gaps.
• Foster an inclusive team culture of collaboration and continuous learning.
• Drive continuous improvement in team processes and program building methodologies, within the CXM team and more broadly across Digital CS & Experience

Qualifications

Not all applicants will have skills that match a 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!

Required:

• 5+ years of management experience leading a Digital or Scaled CS, Customer Success, Customer Support, education, and/or Product Marketing team.
• You have a bias towards action, and quickly move from ideation to validation to execution.
• You are incredibly organized and efficient — you take on complex projects and own them from start to finish.
• You have a learning mindset, and a track record of receiving constructive feedback and turning it into meaningful change. You also prioritize delivering constructive feedback up, down, and cross-functionally.
• You continuously operate with a customer-first mindset.
• You have exceptional written and verbal communication skills, especially when it comes to communicating technical and analytical concepts across audiences of varying technical ability.

Desired:

• Experience with customer data platforms, marketing and data technologies
• Experience with the suite of tools in Segment’s ecosystem is a plus
• Passionate about supporting and transforming customers’ experience

Location

This role will be remote and based in Colombia.

Travel

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.

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.