Billing Operations Analyst 1

Overview

Twilio is hiring a Billing Operations Analyst 1 to manage revenue team customer queries, billing data, month-end close activities and billing controls.

What you'll do

• Maintain Revenue Team external customer email, responding to customer and other external queries in a timely manner.
• 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.
• Analyze revenue-related balance sheet accounts and perform ad hoc customer financial reporting.
• Assist and participate in the development and implementation of financial controls and processes surrounding revenue and invoicing.
• Participate in external and internal audits, as requested.
• Resolve queries customers face relating to their billing.
• Independently investigate customer issues using internal resources, previous cases and Slack channels, 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, SFDC and calls.
• Work under pressure in a high-paced environment with quick turnaround times to comply with team SLAs.
• Collaborate with other teams to solve root problems behind customer issues.
• Help out on other teams within the Billing Ops group, as requested.

What you'll need

• Strong experience in Billings / Revenue / Order to Cash.
• Demonstrated problem-solving, strong interpersonal and communication skills.
• Solid experience working with large volume transactions with strong attention to detail.
• Advanced Excel user: able to handle very large raw data sets using pivots and other functions such as VLOOKUPS.
• 1-3 years experience in an Operations role.
• Periodic weekend work will be essential for this role.
• Third level qualification in Accountancy, Finance or a Business related discipline, or equivalent experience.
• Proficient Spanish and English.
• Excellent communication skills; occasional calls with customers or Senior Leaders may be required.

Nice to have

• Experience working with Oracle, Zuora and Salesforce.

Details

• Remote role based in Mexico City, Mexico.
• Remote-first company; may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
• May be required to travel occasionally for project or team in-person meetings.
• Periodic weekend work required.