Sr. Business Analyst Sales Operations

Profile

Because you belong at Twilio

The Who, What, Why and Where

Twilio is looking for a Senior Business Analyst to join the Sales Operations team. This is a great role for an experienced business analyst who is looking to take full ownership of process improvement programs and shape product roadmaps.

Who?

You are right for this role if you excel at building workflows that help scale our customer-facing teams, translating system setup to empower stakeholder decisions, managing stakeholder expectations, and driving alignment across different functions to move initiatives forward.

You are an individual who is motivated to tackle complex problems, has a can do attitude with an aptitude to learn. You are passionate about creating frictionless operations to drive the best possible user experience and maximize efficiency for our internal customers. You will need to have strong customer empathy and understand what it takes to drive business outcomes through cross-functional complex initiatives.

Requirements

2-5 years of experience with Salesforce.com implementation (design, configuration, deployment)

Success in implementation of SFDC solutions, managing project timelines, and communications with stakeholders

Salesforce Administrator Certification is required

Experience in owning initiatives and driving alignment across teams

Bonus Points

Experience working with sales platforms (ie. Outreach, Yesware, LinkedIn Sales Navigator etc)

Experience in both Top of Funnel and Post-Sales processes

What?

The goal of the team is to evolve our Sales business processes to the degree of operational excellence expected in any large B2B enterprise with a global and scaling GTM team. As a Sr. Business Analyst, you will quickly learn Twilio’s unique business processes and identify gaps and efficiency opportunities for those processes. You will work with the wider team to recommend and implement process changes for the Top of Funnel and Post-Sales funnel, and maintain the systems that power these critical business processes. You will also be responsible for driving success metrics that these business processes yield. You will also engage and manage relationships with internal business partners who are leveraging our systems. These stakeholders include Services, Partners, Sales, Marketing, Business Development, Customer Success, Customer Support, and Customer Experience etc. functions 

You are a results-oriented individual who wants to make a difference, accepts accountability, and takes the initiative to iterate and improve. In this role, you will be challenged to think creatively about how to reshape existing processes to become more efficient. Your work will be integral to supporting impactful programs, which will contribute to the success of the Go-to-Market team and support Twilio’s fast growth. 

You will live the Twilio Magic values by:

WEAR THE CUSTOMER’S SHOES: 

Understanding the Twilio customer journey and sales funnel, identify gaps and recommend efficiency opportunities

Own the feedback

loop and collaboration with our internal customers in Top of Funnel and

Post-Sales

to influence our roadmap

Own relationships with our business stakeholders across the Top of Funnel and Post-Sales funnel

DRAW THE OWL:

Recommend and drive impactful programs that elevate Twilio’s sales funnel to deliver business outcomes and help our stakeholders exceed their goals

Integrate business processes between Top of Funnel and Post-Sales teams to ensure a seamless customer journey and world-class customer experience

BE AN OWNER:

Own and improve a Sales roadmap (Top of Funnel and Post-Sales) of operational improvements

Assist program managers and solutions architects with various work streams critical to large projects

WRITE IT DOWN:

Provide end-user support and training; documenting new and existing processes and configuring new procedures and workflows

Help define and report on measurable goals for Top of Funnel and Post-Sales business processes, such as MQL-to-SQL qualification, lead-to-BDR, days-to-launch, revenue realization, and system adoption metrics

Why?

Under the Sales Efficiency team, our charter is to ensure a robust and scalable infrastructure for Twilio’s Top of Funnel and Post-Sales ecosystem. We will work with stakeholders across the GTM organization to ensure proper operations and infrastructure are in place to support our overarching business needs and strategic initiatives. This includes supporting overall process improvements, optimization of current tools, and systems implementation by collaborating with Services, Partners, Sales, Marketing, Business Development, Customer Success, Customer Support, and Customer Experience etc. functions . We will also identify current process gaps, and help drive road maps to bridge those gaps.

There is a lot of opportunity for better process design across the Top of Funnel and Post-Sales teams. Today, the teams rely on different business processes and tech stacks to operate. This leads to disconnected GTM stakeholders, not only in terms of operational inefficiencies but also data gaps, which ultimately impacts the customer experience. One of Twilio’s values is to be customer centric and to wear the customers’ shoes; this function will help drive that through improving business processes and deliver measurable operational efficiencies across our GTM organization.

Where?

This position will be located in our beautiful office at 101 Spear Street in San Francisco. You will enjoy our incredible perks: catered meals, snacks, game room, ergonomic desks, massages, Wednesday Night dinners, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do 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.

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance.

Company info

Twilio Inc
Website : https://www.twilio.com