Elastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in real-time and at scale. Thousands of organizations worldwide, including Barclays, Cisco, eBay, Fairfax, ING, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, and Verizon, use Elastic to power mission-critical systems. Founded in 2012, Elastic is a distributed company with Elasticians around the globe. Learn more at elastic.co.

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, amongst other tasks. You will partner closely with customer support and engineering teams.

A self starter, 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 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 escalated 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 With You:

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 operations
• 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 Office and/or G Suite (Excel or Google Spreadsheet- VLOOKUP, pivot tables, analysis)

Bonus Points:

• Understanding of cloud technologies, e.g., AWS, Azure, Google and cloud billing models a plus
• Experience with NetSuite, Salesforce, Stripe

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
• Double your charitable giving - We match up to $1500 (or local currency equivalent)
• 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/affirmative action employer committed to diversity, equity, and inclusion. 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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