[Hiring] Cloud Billing Associate @Elastic

Role Description

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 the monthly billing cycle, process Return Authorizations, and participate in cloud billing optimization projects, among other tasks. You will partner closely with customer support and engineering teams.

A self-starter, problem solver, meticulous, 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
• Generating reconciliation reports from various platforms
• Processing Return Authorizations and Credit Memos in NetSuite
• Collaborating with various teams including Support, Legal, OrderOps, Engineering, etc. on advanced billing & contract issues to resolve customer disputes
• Working with the Cloud Billing (Eng) Team to review/verify accounts subject to suspension due to nonpayment
• Performing light collections for monthly subscribers through a credit card payment platform
• Submitting invoices through 3rd party payment platforms as necessary
• Submitting evidence for Chargeback disputes through our credit card payment gateway
• Understanding the current business systems and workflows to help us make proactive process improvements
• Performing root cause analysis and problem solving

Qualifications

• High level of enthusiasm and pride in your work
• Strong ability to learn and see change and challenges as opportunities
• Experience in a fast-paced, high-growth, global environment
• 3-5 years of professional experience in billing operations or related financial operation
• Work hours flexibility: need to work at calendar day 1 at quarter end (even if holiday/weekend) and work US hours for at least day 1-2 of each month
• Strong communication skills, both verbal and written
• Strong attention-to-detail
• Creative problem solving skills
• Strong ability to work independently and prioritize in a distributed, dynamic, fast-paced environment
• Ability to interact with customers and other teams
• Accustomed to working with case management system
• Positivity and a love for what you do
• Proficiency in MS Excel or Google Spreadsheet - VLOOKUP, pivot tables, analysis
• Basic proficiency in SQL/Query language and/or Excel Macros

Bonus Points

• Understanding of cloud technologies, e.g., AWS, Azure, Google and cloud billing models
• Experience with NetSuite, Salesforce, Stripe
• Comfort using basic AI tools to increase efficiency and support day-to-day operations

Benefits

• 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
• We match up to $2000 (or local currency equivalent) for financial donations and service
• Up to 40 hours each year to use toward volunteer projects you love
• Minimum of 16 weeks of parental leave