Customer Experience Manager

See yourself at Twilio

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

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

As a CXM EMEA, you are responsible for driving adoption and retention across the largest cohort of customers in the EMEA 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 EMEA time-zone
• 5+ years of consultant, account management, customer success or sales experience
• 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.
• Technical and programming language experience (JS and Martech)

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 
• SQL is a plus but not required 

Location

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.