Sales Support Specialist Manager
WFA Digital Insight
The demand for skilled sales support specialists has grown significantly in the remote job market, with a 25% increase in job postings over the past year. As companies like Twilio continue to expand their global reach, the need for experienced professionals who can optimize sales processes and lead high-performing teams has never been more pressing. With its strong commitment to remote work and a culture of innovation, Twilio stands out as a compelling choice for candidates looking to make a real impact. Before applying, candidates should be prepared to showcase their technical expertise in Salesforce and their ability to drive data-driven decision making.
Job Description
About the Role
The Sales Support Specialist Manager at Twilio will play a pivotal role in centralizing and optimizing the sales support function across the Americas. This is a newly unified pillar of sales support specialists spanning both North America and Latin America, requiring a leader who can build a data-driven culture to optimize sales processes and create efficiencies. The successful candidate will be at the intersection of strategy and execution, transforming how Twilio supports complex sales cycles.As a leader within the company, the Manager will be responsible for directing a regional team of Sales Support Specialists. This involves providing day-to-day guidance, performance management, and professional mentorship to ensure the team operates with standardized execution and equitable resource distribution for the Sales organization.
Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. The company's dedication to remote-first work and strong culture of connection and global inclusion means that no matter the location, every team member is part of a vibrant and diverse team making a global impact.
What You Will Do
- Directly manage and lead a regional team of Sales Support Specialists, providing day-to-day guidance, performance management, and professional mentorship.
- Standardize regional playbooks for Tasks, Tickets, Cases, and Deal-related Workflows to ensure global consistency and accountability.
- Analyze team utilization and performance metrics to shift from anecdotal feedback to data-driven resourcing decisions.
- Optimize SSS:AE alignment to ensure Account Executives receive equitable and efficient support for high priority deals.
- Collaborate with the Chief of Staff and cross-functional Ops teams to identify and solve recurring bottlenecks in the sales workflow.
- Develop and maintain detailed documentation of processes, procedures, and best practices for sales support.
- Foster a culture of continuous learning and improvement within the sales support team.
- Work closely with sales leadership to understand sales strategies and objectives, ensuring alignment of sales support efforts.
- Identify areas for process improvements and implement changes that increase efficiency and effectiveness.
What We Are Looking For
- 5+ years of experience in Sales, Sales Operations, Sales Support, or Revenue Operations within a high-growth SaaS environment.
- 2+ years of direct people management experience with a focus on coaching and professional development.
- Proven technical proficiency in Salesforce, CPQ (Configure, Price, Quote) workflows, and deal desk mechanics.
- Strong analytical skills with the ability to track team capacity, SLAs, and utilization rates.
- Experience with data analysis and performance metrics to inform business decisions.
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
- Ability to work in a fast-paced environment and adapt to changing priorities.
Nice to Have
- Experience managing remote or distributed teams across both North America and Latin America.
- Proficiency in Spanish or Portuguese.
- Direct Sales experience as an Account Executive, or equivalent experience in a sales-related role.
Benefits and Perks
- Competitive salary and equity package.
- Comprehensive health, dental, and vision insurance.
- Generous PTO policy and flexible working hours.
- Access to professional development opportunities and continuous learning platforms.
- Remote work stipend and home office setup support.
- Annual company-wide retreats and regular team-building activities.
How to Stand Out
- Showcase your expertise in Salesforce and sales process optimization in your resume and cover letter.
- Be prepared to provide specific examples of how you've driven data-driven decision making in previous roles.
- Highlight your experience in managing remote teams and fostering a culture of continuous learning and improvement.
- Demonstrate your understanding of sales strategies and objectives, and how you've aligned sales support efforts in the past.
- Prepare to discuss your approach to process improvement and how you identify areas for increased efficiency and effectiveness.
- Ensure you have a professional online presence, including a LinkedIn profile, to showcase your skills and experience.
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