Fast Track Onboarding Specialist 2
WFA Digital Insight
The demand for onboarding specialists with expertise in A2P products has surged, with a 25% growth in job postings in the past year. As companies like Twilio continue to expand their remote teams, professionals with strong compliance and project management skills are in high demand. With Twilio's commitment to remote-first work, this role offers a unique opportunity to work with a global team. Before applying, candidates should be prepared to showcase their experience with A2P products and their ability to manage multiple customer accounts.
Job Description
About the Role
As a Fast Track Onboarding Specialist at Twilio, you will be part of the team that delivers personalized onboarding experiences to customers globally. Your expertise in A2P products and compliance will be crucial in helping customers navigate the onboarding process. You will work closely with the operations team to ensure seamless onboarding and provide excellent customer service.The role involves working directly with customers to solve onboarding issues, providing compliance guidance, and managing onboarding SLAs. You will also partner with the operations team to scale onboarding volumes and ensure that customers have a smooth onboarding experience.
Twilio's commitment to remote-first work means that you will be part of a global team that values flexibility, diversity, and inclusion. As a Fast Track Onboarding Specialist, you will have the opportunity to work with a wide range of customers and help them achieve their business goals.
What You Will Do
- Provide personalized onboarding support for customers who sign up for Fast Track Packages
- Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands
- Provide compliance guidance for all A2P products
- Manage Onboarding SLAs and credit utilization for each product
- Partner with operations teams to scale onboarding volumes per assigned customer
- Join weekly calls with customers to report metrics and review any open items or additional onboarding needs
- Provide onboarding support for common customer inquiries through Slack and ServiceNow
- Assess the nature of product or service issues and resolve basic-level problems
- Log customer interactions and tag/categorize issues accordingly
- Diagnose trends and report findings to the product team to ensure product-related issues are resolved
What We Are Looking For
- Ability to manage daily caseload and respond within SLAs
- A2P compliance experience
- Experience working directly with clients
- Ability to prioritize tasks and effectively project manage
- Ready to take on up to 12 customer accounts
- Empathetic and customer-centric approach
- Strong communication and problem-solving skills
- Ability to work in a fast-paced environment
- Experience with Excel and Google Sheets
Nice to Have
- Experience with project management tools
- Knowledge of Agile methodologies
- Certification in compliance or a related field
- Experience working in a remote team
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a global team
- Flexible working hours and remote work options
- Professional development and growth opportunities
- Access to cutting-edge technology and tools
- Recognition and reward for outstanding performance
- Comprehensive health insurance and wellness programs
- Generous PTO and holiday leave
- Remote stipend and home office setup support
How to Stand Out
- Make sure to highlight your experience with A2P products and compliance in your application
- Showcase your project management skills and ability to prioritize tasks effectively
- Be prepared to provide examples of how you have managed multiple customer accounts in the past
- Familiarize yourself with Twilio's products and services to demonstrate your knowledge and interest in the company
- Prepare to talk about your experience with Excel and Google Sheets, and how you have used these tools in previous roles
- Show enthusiasm and a willingness to learn and grow with the company
- Research the company culture and values to understand how you can contribute to the team
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