Cloud Billing Associate

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


• 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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