The Who, What, Why and Where
Twilio is looking for a 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, handling stakeholder expectations, and driving alignment across different functions to move initiatives forward. You are an individual who is motivated to tackle sophisticated problems, has a ‘can do’ attitude with an aptitude to learn. You are passionate about creating streamlined 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 sophisticated initiatives.
Requirements
- 3-6 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 (i.e. Outreach, Yesware, LinkedIn Sales Navigator, Hubspot 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 give 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 thefeedback 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 flawless customer journey and extraordinary 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, optimizing current GTM applications and software tools, and implementing new systems for Top of Funnel and Post-Sales teams, which include Services, Partners, Sales, Marketing, Business Development, Customer Success, Customer Support, and Customer Experience. We strive to identify 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 for our beautiful office in Bengaluru. You will enjoy our incredible perks: catered meals, snacks, Twilio swag, ergonomic desks, 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.
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