RVP, Global Professional Services

See yourself at Twilio

Join the team as our next Regional Vice President of Professional Services on Twilio’s Segment product 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

The Regional Vice President of Professional Services will have overall responsibility for the delivery and support of Segment solutions to our clients.  This position is responsible for ensuring seamless client experience, driving improvements through feedback mechanisms such as Net Promoter Score, CSAT, and direct interaction with our clients.  Additionally, the RVP of Global Professional Services will be responsible for developing and executing strategic plans to build and enhance these functions in alignment with company objectives and strategic initiatives.

Responsibilities

In this role, you’ll:

• Leadership & Management:
• Transform our highly technical professional services organization, evolving our implementation methodologies to align to desired customer business outcomes.
• Lead and manage the professional services teams across EMEA, North America, and APAC.
• Create a work environment that promotes learning, innovation, collaboration, continuous improvement, and trust within the teams.
• Act as an escalation point for challenging customers with complex technical requirements 
• Strategy & Development:
• Develop and execute a strategic vision, outlining current state and future direction.
• Build repeatable programs that deliver fast time to value for our customers.
• Build programs with an eye toward reducing the need for PS to deliver the same program repeatedly, but rather produce enabling artifacts that savvy and budget conscious customers can leverage on their own over time
• Align team goals with company objectives and strategic initiatives. 
• Utilize data and feedback to identify areas for improvement and implement effective solutions.
• Drive initiatives to enhance service delivery, streamline processes, and improve client outcomes.
• Influence engineering and product strategy to be aligned with changing customer needs
• Collaboration:
• Collaborate with cross-functional partners across sales, customer success, product, and support to drive shared success for our customers and Segment.
• Support programs to embed technical best practices to all customers, at scale
• Work closely with our partner sales team to develop partner-led implementation programs.
• Operational:
• Ensure performance against measurable goals for the professional services team in line with business growth and profitability targets.
• Drive metrics associated toward adoption of portfolio, including attribution metrics tied to customer adoption and expansion.
• Develop operations-related plans, budgets, policies, and procedures to achieve the organization’s customer satisfaction and revenue targets.

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: 

• 10+ years of experience in leadership of a professional services organization in the technology space.
• Demonstrated experience in managing distributed, remote teams.
• Proven track record of driving improvements in client satisfaction and service delivery.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze data, interpret feedback, and implement effective solutions.

 

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