Sr. CX Consultant - Foundry

Profile

Because you belong at Twilio
The Who, What, Why and Where
Twilio is looking for an energetic and analytical individual to support the Foundry team and drive strategic initiatives for our customers and prospects.
This individual needs to be imaginative, show passion for technology, and be tuned into the latest innovations and trends across all sectors and be able to articulate how technology can impact and improve a clients’ CX.
The role will report to the Head of Foundry on the Solutions Marketing team within the GTM organization.
Who?
Strong ability to influence and communicate effectively are desired traits from this individual. You are comfortable providing a consultative approach to clients, in order to inspire them to dream bigger about their CX strategy. This comes hand in hand with being a strong and creative facilitator.
Ability to bring out the best in a team and work harmoniously will be essential as Foundry grows.
A solid background in customer management and customer experience (CX) strategy is essential to building credibility and trust with clients. The candidate should have a strong and demonstrable interest in technology and how it impacts operations, management, and finance.
Experience with customer journeys and customer lifecycle management, how technology can be leveraged to effectively and efficiently manage customer journeys, and how it all fits into a CX strategic roadmap.
8 years of relevant CX strategy experience.
What?
As a Sr. CX Consultant, you will live the Twilio Magic values by:
BE BOLD & DON'T SETTLE: A successful day would include inspiring customers to think differently about their CX strategy and the potential they can realize with Twilio communications. This could be through collaborative workshops with clients, supporting and enabling Twilio sales teams, or by taking a one to one approach advising colleagues and clients alike.
DRAW THE OWL: Designing workshops and creating new ways to engage clients will be another core part of the day to day. Foundry drives to inspire clients and deepen their relationship with Twilio by being a partner in their long term transformation goals. Understanding a client’s challenges and opportunities and translating it all into compelling CX strategies and roadmaps are essential to success in this role.
BE INCLUSIVE: You will attend and participate in conferences and webinars. You will collaborate with the Content Team and the rest of the marketing organization to generate engaging, inspiring, insightful and interesting content.
EMPOWER OTHERS: Success relies on building great networks around Twilio and having an ear to the ground to identify customer stories, case studies and new ways of working. Understanding “who else is doing it” is always something a prospective client needs, to feel reassured that they are making the right decisions. Developing investment cases with Foundry colleagues, documenting and sharing these will help the sales teams build those compelling cases.
Why?
Twilio Foundry is a business consulting practice developed by Twilio communications and CX experts to help companies identify opportunities, validate designs, and build solutions for communications excellence. We help businesses develop, prove the value of, and implement a strategic point of view on how to engage customers within their category.
Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.
Where?
This position may be located in our San Francisco office, or remotely. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.
About us:
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

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