Sales Support Specialist

Summary

Join Twilio as a Sales Support Associate and contribute to the company's market growth by providing administrative support to the sales team. You will be responsible for handling quotes, order forms, billing, and support tickets, ensuring a smooth sales process. The role involves working closely with Account Executives in the LATAM SP&Caribe region, requiring a deep understanding of Twilio's processes. You will manage CRM records, liaise with internal stakeholders, and provide customer support. This position is remote and based in Colombia. Twilio offers competitive pay, generous time off, and various other benefits.

Requirements

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

Responsibilities

• 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

Preferred Qualifications

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

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program