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

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