Sales Support Specialist

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

See yourself at Twilio

Join the team as Twilio’s next Sales Support Associate

About the job

Sales Support Associate (SSA) are responsible for helping the Twilio sales engine to conquer the market faster, by supporting different administrative activities, such as: quote admin support, Order forms admin support, billing support, support issues tracking, and some other administrative activities. SSA builds an organized environment for the sales team partnership with the AEs in order to have our customers in the best scenario possible and accelerate businesses providing focus to our region.

As an SSA, you will be responsible for helping the LATAM SP&Caribe Account Executives, developing a relationship as team partner in order to take ownership of operational and administrative activities that will lead the commercial team to focus on sales. The SSA needs to deeply understand our company processes in order to succeed as a team contributor. 

Responsibilities

In this role, you’ll:

• Operational knowledge of Twilio processes. 
• Administrative help with Quotes, Order Forms, Billing & support tickets. 
• Pricing and Deal workflows
  • Prepare Pricing and Deal Structure, use and master internal pricing tools
  • Order Form: Creation, amendments, and execution (signatures): Engage with client stakeholders to ensure Proposal Bill Of Materials (OFs) are correct
  • Quote creation: CPQ workflows, including converting CPQ into a customer-facing quote/doc 
• Oversee and maintain CRM records
  • Account Data/Ownership queries: Account consolidation, SID movements 
  • Updating account, opportunity, contact, and lead level data
• Internal liaison
  • For creating and submitting requests and following up through resolution on them, including but not limited to: Billing, DSO, Legal, Security Questionnaire, Collections/Credit Memos/Credit Check, Carrier Relations, Support Tix
  • Work with internal stakeholders to ensure all aspects throughout the sales process are smooth (Deal Desk, Contracts, Legal, Pre-Sales, Security requests) and to ensure all paperwork are completed and represented accurately. You will deal with people, data sets and processes.
• Customer support: Willingness and ability to hop on customer calls along with an AE to:
  • Explain and present on aspects related to above
  • Preparation for sales meetings and conducting AE research (<10% of time) 
• Supporting Team Success: Creation and maintenance of team-level tracker for all cross-functional challenges and asks and actively working with Regional Leader and frontline leadership to followup and resolve them

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:

• Advance excel knowledge 
• Advance Salesforce knowledge 
• Quotes analysis 
• Billing knowledge 
• Administrative background 
• English required

Desired:

• Previous Twilio admin process knowledge is desired 
• Experience in SaaS companies is desired 

Location

This role will be based in Colombia remote

What We Offer

Working at Twilio offers many benefits, including competitive pay, 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.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.