Billing Operations Analyst 1

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. .

Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! 

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.  .

See yourself at Twilio

Join the team as Twilio’s next Billing Operations Analyst.

 

Twilio is looking for a talented and results driven person who is passionate about work, savvy about billing and pricing from the business view not only financial and who lives the Twilio Magic They also have:

Outstanding communication skills, both written and verbal, and ability to advocate for a position while maintaining a collaborative, and open-minded approach. You should be someone who is a champion of streamlining processes and sees projects through to completion. We are looking for someone who enjoys and thrives in a fast-paced environment, with zealous attention to detail, good judgment, and is dedicated to providing excellent customer service.  

Responsibilities

In this role you’ll:

• Maintain Revenue Team external customer email, responding to customer and other external queries in a timely manner and onboard customers to Twilio’s internal billing system and Financial ERP system, Gather and format large raw data sets to assist with customer billing reporting and queries.

• Participate in month end close, including: Managing and tracking recurring billing and managing approvals, tracking and application of customer credits. Analysis of revenue related balance sheet accounts, Ad hoc customer financial reporting.

• Assist and participate in the development and implementation of financial controls and process surrounding revenue and invoicing, Onboard customers to Twilio’s internal billing system and Financial ERP system.

• Participate in external and internal audits, as requested.

• Resolve queries customers are facing relating to their billing. 

• Independently investigate customer issues, searching internal resources, previous cases, Slack channels etc to understand issues and provide detailed analysis of customer issues to the Sales team.

• Manipulate and analyze large datasets in Excel. 

• Respond to the Sales team in a timely manner and communicate complicated issues via Slack, via SFDC, via calls. Excellent communication skills are required - occasional calls with customers or Senior Leaders may be required. 

• Work under pressure - high paced environment, quick turnaround times in order to comply with team SLA’s

• Collaborate with other teams in order to solve root problems to customer issues

• Help out on other teams within the Billing Ops group, as requested

• Participate in Month End close, as requested.

Qualific