Our Segment Community members are such an important part of who we are as a company. We are looking to take that to another level by creating a Community where customers, developers, and partners can build trusted relationships, get questions answered, and give valuable insights to the company. We are looking for a rock star to help engage and delight our members focusing on growing the community, executing on community programs, measuring the success of the community, and more!  We’re looking for a natural leader to join us on this amazing community journey.

 

Responsibilities

In this role, you’ll:

  • Help execute on the community strategy, roadmap, and success metrics.
  • Manage and execute a community content strategy.
  • Work cross functionally on community engagement strategies
  • Moderate, listen and engage regularly with our amazing community members, providing them with any support and resources they need.
  • Constantly gather feedback from the community and bring those insights to the appropriate internal teams.
  • Identify opportunities to surprise, delight, and show our community members how much we appreciate them.
  • Help plan and run virtual community events throughout the year.
  • Measure, analyze, update and track community data.
  • Manage all internal and external community documentation.
  • Create community onboarding and offboarding processes.
  • Escalate and flag issues as needed to keep the community a trusted space

 

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:

  • 2-3+ years in Community Management with experience scaling Community Programs and 4-6 years relevant work experience
  • A strong communicator and writer. Being successful in this role will require you to excel at both internal and external communication.
  • Passion about being a community and customer advocate. You understand why customer voices are so important.
  • Flexibility and adapting quickly when priorities change.
  • Solid understanding of cross departmental functions including Sales, Marketing, Technology and Product.
  • An incredibly organized master multitasker.
  • Someone who knows how to set goals, prioritize, and maintain focus when it comes to deadlines.
  • Fantastic interpersonal skills, a great listener, and is extraordinarily empathetic.
  • Willingness to go the extra mile to serve our customers.
  • Good technical understanding and can pick up new tools quickly

Desired:

  • Experience working with Insided by Gainsight
  • Experience working in CDP
  • Have additional experience in Project Management, Customer Success, Customer Support, or Marketing.
  • Experience working with diverse personas.
  • Have experience working with external vendors (software, swag), setting up SOWs, and submitting POs.
  • Have experience creating/pulling reports and working with various forms of data.
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