Senior Lead, Cloud Billing Operations

What is The Role

As a Cloud Billing Operations Sr. Lead, you will play a critical role in managing and optimizing our cloud billing processes and operations.  This leadership position requires a deep understanding of cloud technology, financial operations of a SAAS business, scaling through Marketplaces & via Hyerscalers and strong ability to lead, influence and collaborate with cross functional teams. 

You will be a team leader, 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 Sr. Lead 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

• Collaborate with various teams including Support, Legal, OrderOps, Engineering etc. on escalated billing & contract issues to resolve customer disputes
• Working directly with customers as well as internal customers to understand and resolve their billing issues 
• Managing, prioritizing, and tracking your team’s work in a case management system
• Leverage internal AI technology and documentation to achieve faster customer disputes resolutions
• Supporting communications, termination and bad debt write-off for delinquent customers, invoice reconciliation and marketplace cash application from various platforms 
• Approve your team’s Process Return Authorizations and Credit Memos in Netsuite
• Work with the Cloud Billing (Engineering) Team to review/verify accounts subject to suspension due to nonpayment 
• Understand the current business systems and workflows to help us make proactive process improvements 
• Perform root cause analysis and drive scalable solutions

What You Bring

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.

If that's you, hopefully you also have:

• 5+ years of professional experience in billing operations, FP&A (Financial Planning & Analysis) or related financial operations
• Work hours flexibility: able to shift hours later to overlap with North American teams
• Good understanding of cloud technologies (e.g., AWS, Azure, Google) and cloud billing models.
• 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

Bonus Points

• Strong analytical skills
• Understanding of cl