Senior Lead, Cloud Billing Operations

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 

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

#LI-DS1 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)

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