As a Cloud Billing Operations Associate, you will provide support to the cloud billing process, invoicing, suspension, termination, bad debt and credit card processing
You will manage the support case queue, perform account reconciliations, answer customer cloud billing disputes, address field inquiries, perform ad-hoc reporting for monthly billing cycle, process Return Authorizations, participate in cloud billing optimization projects, amongst other tasks
You will partner closely with customer support and engineering teams
A self starter, problem solver, detail-oriented, flexible, and focused on creating an excellent experience for both internal and external customers
To succeed in this position, the Cloud Billing Operations Associate will be both an independent contributor and a team player; and will have a passion for recognizing areas of improvements and implementing change to contribute to enhancements of the overall workflow process
What You Will Be Doing:
Supporting cloud billing and invoicing process
Working directly with customers as well as internal customers to understand and resolve their issues via email or sometimes by phone
Managing, prioritizing, and tracking your work in a case management system
Generate reconciliation reports from various platforms
Process Return Authorizations and Credit Memos in NetSuite
Collaborate with various teams including Support, Legal, OrderOps, Engineering etc on escalated billing contract issues to resolve customer disputes
Work with the Cloud Billing (Eng) Team to review/verify accounts subject to suspension due to nonpayment
Perform light collections for monthly subscribers through a credit card payment platform
Submit invoices through 3rd party payment platforms as necessary
Submit evidence for Chargeback disputes through our credit card payment gateway
Understand the current business systems and workflows to help us make proactive process improvements
Perform root cause analysis and problem solve
What You Bring With You:
High level of enthusiasm and pride in your work, you have a strong ability to learn, and you see change and challenges as opportunities to make things better
You have experience in a fast-paced, high-growth, global environment and you are no stranger to building and optimizing the processes necessary to keep us growing without stumbling
3-5 years of professional experience in billing operations or related financial operations
Strong communication skills, both verbal and written
Strong attention-to-detail
Creative problem solving skills
Strong ability to work independently and prioritize in distributed, dynamic, fast-paced environment
Ability to interact with customers and other teams
Accustomed to working with case management system
Positivity! We each love what we do and believe that a positive attitude matters
Proficiency in MS Office and/or G Suite (Excel or Google Spreadsheet- VLOOKUP, pivot tables, analysis)
Bonus Points:
Understanding of cloud technologies, eg, AWS, Azure, Google and cloud billing models a plus
Experience with NetSuite, Salesforce, Stripe
Additional Information - We Take Care of Our People
Competitive pay based on the work you do here and not your previous salary
Health coverage for you and your family in many locations
Ability to craft your calendar with flexible locations and schedules for many roles
Generous number of vacation days each year
Double your charitable giving - We match up to $1500 (or local currency equivalent)
Up to 40 hours each year to use toward volunteer projects you love
Embracing parenthood with minimum of 16 weeks of parental leave
