Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.
What is The Role
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.
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
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 advanced 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
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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
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 operation
Work hours flexibility: need 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 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 Excel or Google Spreadsheet- VLOOKUP, pivot tables, analysis
Basic proficiency in a SQL / Query language and/or Excel Macros
Bonus Points
Understanding of cloud technologies, e.g., AWS, Azure, Google and cloud billing models a plus
Experience with NetSuite, Salesforce, Stripe
Comfort using basic AI tools to increase efficiency and support day-to-day operations
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Additional Information - We Take Care of Our People
As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.
We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.
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
Increase your impact - 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
Embracing parenthood with minimum of 16 weeks of parental leave
Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission.
Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)
Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.
