Community Manager

See yourself at Twilio

Join the team as our next Community Manager on Twilio’s Digital Customer Success & Experience team at Segment. 

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

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.

 

Location

This role will be remote but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.

 

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.