Cloud Billing Associate
Elastic
Bangalore, IndiaPosted 10 days ago
Skill Required
AccountingCloudObservabilityEngineeringSalesforceExcelsecuritybuildingwrittenAzurejQuerySQLAWSandAI
Key highlights
- Competitive pay based on the work you do (not tied to previous salary).
- 3‑5 years of professional experience in billing operations or related financial operations.
- Flexible work schedule: required to work calendar day 1 at quarter‑end and US hours for the first 1‑2 days of each month.
- Health coverage for you and your family in many locations.
- Minimum of 16 weeks of parental leave.
- Match up to $2,000 for charitable donations.
Role overview
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.
Responsibilities
- Provide support to the cloud billing process, invoicing, suspension, termination, bad debt and credit card processing.
- 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.
- Support cloud billing and invoicing process.
- Work directly with customers as well as internal customers to understand and resolve their issues via email or sometimes by phone.
- Manage, prioritize, and track 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.
- 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 make proactive process improvements.
- Perform root cause analysis and problem solve.
- Partner closely with customer support and engineering teams.
Requirements
- High level of enthusiasm and pride in your work; strong ability to learn; view change and challenges as opportunities to improve.
- Self‑starter, problem solver, meticulous, flexible, and focused on creating an excellent experience for both internal and external customers.
- 3‑5 years of professional experience in billing operations or related financial operation.
- Experience in a fast‑paced, high‑growth, global environment and experience building and optimizing processes to support growth.
- Work hours flexibility: need to 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 a distributed, dynamic, fast‑paced environment.
- Ability to interact with customers and other teams.
- Accustomed to working with a case management system.
- Positivity and a positive attitude matter.
- Proficiency in MS Excel or Google Spreadsheet – VLOOKUP, pivot tables, analysis.
- Basic proficiency in a SQL / Query language and/or Excel Macros.
Nice to have
- Understanding of cloud technologies, e.g., AWS, Azure, Google and cloud billing models.
- Experience with NetSuite, Salesforce, Stripe.
- Comfort using basic AI tools to increase efficiency and support day‑to‑day operations.
Benefits
- 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.
- 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.
- Minimum of 16 weeks of parental leave.
- Parity of benefits across regions.
Additional details
- 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.
- Elastic’s complete, cloud‑based solutions for search, security, and observability help organizations deliver on the promise of AI.
- Elastic is a distributed company; diversity drives our identity.
- Age is only a number; we welcome candidates at any life stage.
- Elastic is an equal opportunity employer committed to an inclusive culture.
- We welcome individuals with disabilities and provide accommodations via candidate_accessibility@elastic.co.
- Applicants have rights under Federal Employment Laws; posters include FMLA, Pay Transparency, EPPA, and Know Your Rights.
- Elastic’s technology is subject to U.S. and other export controls; employment may require an export license for nationals of certain sanctioned countries or regions.
- #LI-DS1