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.

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 Hyperscalers and strong ability to lead, influence and collaborate with cross-functional teams.

Responsibilities

• Collaborate with various teams, including Support, Legal, OrderOps, Engineering, etc. on escalated billing & contract issues to resolve customer disputes
• Work directly with customers as well as internal customers to understand and resolve their billing issues
• Manage, prioritize, and track your team's work in a case management system
• Leverage internal AI technology and documentation to achieve faster customer disputes resolutions
• Support 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 non-payment
• Understand the current business systems and workflows to help us make proactive process improvements
• Perform root cause analysis and drive scalable solutions

Requirements

• High level of enthusiasm and pride in your work, strong ability to learn, and seeing change and challenges as opportunities to make things better
• Experience in a fast-paced, high-growth, global environment and building and optimizing processes necessary to keep growing without stumbling
• 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 a distributed, dynamic, fast-paced environment
• Accustomed to working with case management systems
• Positivity!
• Proficiency in MS Excel or Google Spreadsheets

Nice to Have

• 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 SQL / Query language and/or Excel Macros

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
• 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 a minimum of 16 weeks of parental leave