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 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
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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 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
Basic proficiency in a SQL / Query language and/or Excel Macros
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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.
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