Elastic Cloud Billing Operations Associate 

Costa Rica 

178065320

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, among other tasks. You will partner closely with customer support and engineering teams.

You will be 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.

• 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

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, FP&A(Financial Planning & Analysis) or related financial operations; or new MBA/Master program graduates
• Strong communication skills, both verbal and written; ability to interact with customers and other teams
• Strong attention-to-detail
• Creative problem solving skills
• Strong ability to work independently and prioritize in distributed, dynamic, fast-paced environment
• Accustomed to working with case management system
• Positivity! We each love what we do and believe that a positive attitude matters
• Proficiency in MS Excel or Google Spreadsheet- vlookups, pivot tables, analysis

• • Understanding of cloud technologies, e.g., AWS, Azure, Google and cloud billing models a plus
  • Experience with Netsuite, Salesforce, Stripe