Sales Support Specialist

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.