You will bring a strong operations and data analysis expertise to help Customer Success leaders and their teams scale to meet the needs of Twilio’s customers. You’ll have a consistent track record of excellence in analyzing and driving business operations, recognizing challenges, and working with other teams to motivate change. You may draw on your general management experience acquired through BizOps, management consulting, technology company, or internal strategy roles. Additionally, you’ll bring strong operations experience through your projects in professional services, program management or technology operations roles.

We are seeking a manager who lives the Twilio Magic and meets the following qualifications:

  • Bachelor’s degree or equivalent experience
  • 3-5+ years of total work experience, preferably in technology or professional services
  • Systems problem solver able to identify out of the box solutions that deliver on short term needs, and plant seeds for future growth and process improvement
  • Curious decision maker who focuses on the critical data key to make an impactful decision
  • Revels in planning and galvanizing the right teams to collaborate and finish complicated projects
  • Relishes connecting with peer teams, including those outside of the Customer Success organization
  • Experienced with SQL, Excel/Google Sheets, BI reporting tools (e.g. Tableau, Looker)
  • Strong oral and written communications skills

What?

As the CS Program Manager, you will be a member of the global CS leadership team and driver of critical business operations critical to help the team scale. You’ll work regularly with analytics, training, systems/tools, corporate reporting, and product metrics and projects.

Your Responsibilities Will Include: 

  • Understanding and driving CS business analytics and reporting
  • Building processes to enable the CS organization to scale quickly as we bring on new customers, staff and products
  • Developing strategic plans and quarterly reviews
  • Co-creating systems and tools to infuse standard methodologies into ongoing operations

As the Customer Success Program Manager, you will live Twilio Magic values:

  • WEAR THE CUSTOMERS SHOES: Deeply understand the business health and key performance metrics for our Customer Success function. Investigate regularly into data and metrics to identify root cause issues and opportunities and follow through with pragmatic insights
  • RUTHLESSLY PRIORITIZE: Optimally balance opposing priorities and work with CS leadership to make decisions that best support the customer, Twilio, and the CS function
  • WRITE IT DOWN: Translate recommendations to results by executing on action plans and project/program managing as needed
  • BE INCLUSIVE: Work cross-functionally with other Services teams (e.g. Support, Professional Services, Partners), Revenue, and Product to identify critical data/analytics gaps and drivers behind the challenges. Collaborate with business and product teams to assess shared metrics
  • DRAW THE OWL: Help scale the rapidly growing global Customer Success organization, focusing on collaboration with internal teams to deliver a magnificent experience for customers
  • BE AN OWNER: Have a bias for action and work effectively in a constantly-changing environment
  • NO SHENANIGANS: Efficiently and functionally communicate CS strategy and operations to the global CS team, cross-functional partners, and senior leadership
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