Systems Ops Administrator

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.

This role is the backbone of our Global Sales organisations, providing a blend of technical Salesforce administration and high-level data stewardship. You will ensure that Salesforce CPQ, OLM, and multiple Salesforce instances run with high process integrity while simultaneously managing the data quality and firmographic insights that drive our Sales organisation forward.

Responsibilities:

• Salesforce Administration: Manage user setup, roles, profiles, permissions, and security settings. Serve as the escalation point for advanced user requests and troubleshoot complex and multi-instance issues. Ensure Compliance with security and access governance policies. Monitor system usage and adoption to recommend improvements.

• System Maintenance: Maintain page layouts, workflows, validation rules, and approval processes. Configure and maintain Salesforce support processes.

• Data Stewardship: Perform data audits and investigations across systems to enhance firmographic information. Fix data issues following standard operating procedures and data policies.

• Operational Excellence: Monitor and Manage Salesforce case queues to meet SLAs. Oversee the synchronisation of Salesforce data with ERP/Billing systems to ensure seamless order-to-cash cycles.

• Strategy & Documentation: Provide documentation for implementation changes to data quality standards. Document data requirements, strategy, and rules (standardisation, cleansing, and validation) for both legacy and new environments.

• Collaboration: Partner with Sales Ops, Finance, IT, and Business Stakeholders to identify and drive automation advances that improve operational efficiency.

• Testing & Training: Support UAT and deployments while developing training materials to empower our end users.

Qualifications:

• Salesforce Expertise: 3+ years of experience as a Salesforce Administrator (Sales Cloud) with an active Salesforce Administrator certification (ADM-201).

• Data Analysis: Demonstrable experience executing data quality analysis within complex, federated system architectures.

• Process Mindset: Experience in Sales Operations support and a basic understanding of data providers like ZoomInfo.

• Technical Logic: Ability to evaluate data risks, troubleshoot integrated system issues, and provide solutions in a timely manner.

Desired:

• Advanced Certifications: Salesforce Certified Advanced Admin.

• Technical Stack: Experience with SQL, Heroku, or Python (specifically for data pipelining).

• Analytics: Familiarity with Tableau and Tableau CRM (CRM Analytics).

• Automation: Knowledge of Apex, Flow, SOQL, and advanced Salesforce automation.

• Soft Skills: Excellent written and verbal communication skills; ability to build relationships across all levels of the organisation.

• Linguistic Diversity: Proficiency in multiple languages applicable to the NAMER region is a plus.