Billing Success Manager

Operations at Pax8:

Pax8’s Marketplace Operations Group is passionate about driving billing and invoicing accuracy through proactive and ongoing reconciliation, smart tooling, automation, observability, collaborative strategic roadmap ideation with Product & Engineering, and low-friction forensics and response when issues arise. We achieve this through caring about the details, ruthlessly driving efficiency and effectiveness in our time management and process, collaboration, and business-value focus.

To ensure that we work effectively, we’re passionate about collaboration across Pax8 and especially with our colleagues in Finance, Vendor Operations, Support, Sales, and Product & Engineering. We clear barriers by compulsively assessing cost-benefit to ensure the highest impact work and to ensure processes can be implemented quickly so we can build resiliency and accuracy into our systems. We solve both user and business problems pragmatically through short incubation and frequent iteration.

Position Summary:

The Billing Success Manager ensures a positive resolution experience related to billing inquiries that arise. They will utilize tools such as Service Now and JIRA to collect and manage escalated billing inquires while using technical knowledge of SQL in order to investigate and propose a resolution to the queries. They will collaborate with Product & Engineering Teams, Finance and Vendor Operation Teams during the investigative process and communicate clearly and effectively to all stakeholders on proposed resolutions. This role collaborates with the Technical Billing Operations Managers and the Automation and Observability Team.

Essential Responsibilities:

• Investigates incoming billing queries in a timely manner by working cross functionally with Finance, Vendor Product and Engineering.
• Provides timely updates to all stakeholders in regards to the status of a billing query.
• Utilizes superior project management skills to document and track all queries for the company wide visibility.
• Provides recommendation on process improvement based on the pattern of billing queries that are raised.
• Collaborates with the Data Visualization team to create a billing services dashboard for automated detection and notification of potential issues.
• Work closely with and escalates billing issues to responsible teams as quickly as possible.
• Be aware of and socialize changes in other areas of the organization that could impact billing.
• Provides billing services updates and enhancement status to stakeholders and leadership team.

Ideal Skills, Experience, and Competencies:

• At least three (3) years of experience in billing, invoicing, and financial software systems
• Experience with payment processing systems (i.e. Stripe), tax determination and reporting systems (i.e. Avalara), and with general accounting systems and principles (i.e. Quickbooks, NetSuite)
• Experience writing basic SQL query statements.
• Experience using data tools (i.e. PowerBi) in order to tell a story that can drive decisions.
• Experience with Agile/Scrum Software Development along with project management tools (i.e. Jira) in a technical software development environment.
• Deep understanding of SaaS product/services billing and payment models.
• In-depth understanding of billing systems and processes, with a focus on identifying potential issues and improving existing processes.
• Excellent project management and interpersonal skills with experience managing multiple work streams across a variety of stakeholders.
• Exceptional analytical and troubleshooting skills with meticulous attention to detail. Excellent documentation/communication skills.
• Proven ability to collaborate and problem-solve with diverse people in different parts of the organization.
• Strong empathy with our customers and vendors.

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience

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