Customer Insights Analyst (Segment)

See yourself at Twilio

Join the team as our next Insights Analyst - Customer & Partner Success (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 globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

The Customer & Partner Success Operations team at Twilio Segment is seeking a talented, creative, and self-motivated Customer Insights Analyst. The Insights Analyst will be responsible for bringing quantitative customer data to life by conducting in-depth research, identifying trends and developing actionable recommendations. They will be responsible for guiding our teams’ decision making through metrics, reporting, data analysis, and data visualization. The Insights Analyst will serve as a subject matter expert, especially while working with other data scientists and data engineers and act as a data evangelist to create a data-driven culture across the Customer & Partner Success organization. Success in this role requires a combination of practical data analysis and visualization experience, business intuition, and strong written (reports and presentations) and verbal communication and collaboration skills. This highly collaborative role will work closely with Customer Success, Renewals, Partnerships, Professional Services, Operations, Sales Analytics, Product, Marketing, Data Analytics, Data Engineering, and Finance teams. Come join us!

Responsibilities

In this role, you’ll be responsible for the following:

• Work cross-functionally to build and communicate key insights while collaborating closely with a variety of business owners and senior leaders
• Synthesize customer data to perform root cause analysis and present findings in a meaningful, actionable way in presentations and reports
• Own creation and maintenance of our central metrics pack (forecast, pipeline, customer health, etc.)
• Own monthly/quarterly metrics reportings shared with senior leadership
• Support operational processes and prepare for our monthly/quarterly business reviews
• Conduct data driven analysis and research on customer health, customer engagement, product usage, and other post-sales activities to inform Customer and Partner Success leadership decisions on how to scale and grow our Customer Success, Renewals, Professional Services, and Partnerships orgs
• Produce written reports and presentations and share findings with key stakeholders across GTM and Product orgs
• Partner with cross-functional teams to identify ways to improve customer health, including measuring, tracking, and analyzing customer engagements, product usage, and other programs and practices
• Lead innovative and transformational projects by surfacing business challenges, troubleshooting issues, and project managing operational initiatives until completion
• Constantly strive for progress, regularly identifying areas of improvement that support the organization achieving its core objectives with a specific focus on key metrics, tooling, and process

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:

• 3 years of experience in data analytics including executing insightful analysis and data evaluation and presenting them in a meaningful way to influence executive strategies and design new business processes
• Ability to manipulate large data sets with high dimensionality and complexity; fluency in Excel/Google Sheets and BI reporting tools (e.g. Tableau, Looker). Experience with SQL required
• Track record of executing with high attention to detail and commitment to quality in a fast-paced, fluid environment
• Must be a self-starter, highly motivated, able to shift directions quickly when priorities change, think through problems to come up with innovative solutions and deliver against very tight deadlines  
• Expert at building complex models, surfacing insights from analysis on the business, and proposing strategic changes that will have the most impact and allow us to successfully scale the sales development organization
• Exceptional critical thinking, analytical processing, problem-solving, written and verbal communication and communication skills, with a strong focus on presenting complex issues in a bite-size, understandable manner
• Be an owner for all reporting, planning and data analysis required to deliver business insights that drive and support leadership with strategic decision making
• A natural team player and facilitator who is driven, organized, detailed oriented and enjoys setting teams up for success
• Exceptional organizational and project management skills with attention to detail — you take on complex projects and own them from start to finish 

Desired:

• High collaborative and able to quickly establish credibility and rapport with key stakeholders
• MBA or Masters with 3 years proven experience in customer success operations, sales operations, revenue operations, sales strategy, go-to-market strategy, finance, or consulting
• Experience supporting a data analytics function within Sales or Customer Success Strategy/GTM business unit
• Experience in Technology or SaaS industry 

Location 

This role will be remote, and based in the USA.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

(Location dependent information)

Colorado applicants: 

• The estimated pay range for this role, based in Colorado, is $90,320-$112,900
• Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.