Cloud Billing Associate

ABOUT THE ROLE As a Cloud Billing Associate at Elastic, you will play a critical role in supporting the company's cloud billing process, ensuring seamless invoicing, suspension, termination, bad debt, and credit card processing. You will be responsible for managing the support case queue, performing account reconciliations, addressing customer cloud billing disputes, and participating in cloud billing optimization projects. WHAT YOU'LL DO As a Cloud Billing Associate, your primary responsibilities will include: - Supporting cloud billing and invoicing processes - Working directly with customers and internal teams to resolve issues via email or phone - Managing, prioritizing, and tracking work in a case management system - Generating reconciliation reports from various platforms - Processing Return Authorizations and Credit Memos in NetSuite - Collaborating with Support, Legal, OrderOps, Engineering, and other teams to resolve advanced billing and contract issues - Reviewing and verifying accounts subject to suspension due to nonpayment - Performing light collections for monthly subscribers through a credit card payment platform - Submitting invoices through 3rd party payment platforms as necessary - Submitting evidence for Chargeback disputes through the credit card payment gateway - Understanding current business systems and workflows to identify opportunities for proactive process improvements - Performing root cause analysis and problem-solving WHAT YOU'LL NEED To succeed in this role, you will need: - 3-5 years of professional experience in billing operations or related financial operations - Strong communication skills, both verbal and written - Strong attention-to-detail and creative problem-solving skills - Ability to work independently and prioritize in a distributed, dynamic, fast-paced environment - Proficiency in MS Excel or Google Spreadsheet (VLOOKUP, pivot tables, analysis) - Basic proficiency in a SQL/query language and/or Excel Macros - Flexibility to work at calendar day 1 at quarter end (even if holiday/weekend) and US hours for at least day 1-2 of each month WHY REMOTE As a distributed company, Elastic values diversity and flexibility. We strive to have parity of benefits across regions and believe taking care of our people is the right thing to do. Our remote-friendly culture allows you to balance great work with great life. 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 minimum of 16 weeks of parental leave