Customer Experience Manager

See yourself at Twilio

Join the team as our next Customer Experience Manager NAMER on Twilio Segment’s Digital CS & Experience team.

Who we are

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 mean that no matter your location, you’re part of a vibrant, diverse team 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.

About the job

As a CXM NAMER, you are responsible for driving adoption and retention across the largest cohort of customers in the NAMER region. You will enjoy finding innovative ways to help a large customer portfolio through innovative 1:1, 1:few, and 1:many engagements. You will 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:

• Own the ultimate success of our scaled customers in your assigned region, ensuring they realize the full value of the Segment platform
• Achieve adoption and retention goals for your region, developing and running many:1 workshops, webinars, building short form video content and when required running interventions with key customers
• Maximize onboarding, adoption, retention, risk, expansion and advocacy campaigns in your region by collaborating, complementing tech touch with strategic high touch interventions
• Help ‘boost’ customers in your scaled portfolio to expand usage and receive a managed CSM
• Understand the unique needs of your customer region, thoughtfully helping business leaders to identify opportunities to expand our footprint and depth of engagement
• Partner with the Sales and Renewals teams to advance account renewals and expansion
• Partner internally with Solutions Architects and Success Engineers to optimize customer implementations and resolve technical challenges
• Partner with the Customer Success Programs Team to identify new ways to support customers at scale
• Analyze your portfolio, identify risks and opportunities and prioritize for impact.
• Communicate performance opportunities and technical overviews to coordinate solutions internally across engineering, marketing, product and support teams.
• Become an expert on the Segment platform and integrations, while keeping up with industry trends in data and analytics.

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:

• Ability to work NAMER time-zone
• 5+ years of consultant, account management, customer success, sales experience or support engineering
• Experience managing customers across geographies
• Proven track record of driving results for your customers and your company
• Effective communicator in stressful situations. Self-motivated, empathetic to customer needs and improving customer relationships
• Ability to navigate complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth.

Desired:

• Experience with customer data platforms, marketing and data technologies. Experience with the suite of tools in Segment’s ecosystem is a plus
• Experience using Gainsight
• Passionate about supporting and transforming customers’ experience at scale 
• Technical and programming language experience a plus, but not required

Location

1. This role will be remote,  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.

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.

• This role may be eligible to participate in Twilio’s equity plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
• This role is eligible to earn commissions. 
• The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. 

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected].