Senior Customer Operations and Success Specialist
Core
Lead billing operations for Strategic and Distributor accounts across EMEA, resolving complex billing issues and driving process improvement.
Role type
Senior IC billing operations team lead
Builds
Efficient, scalable billing operations and improved customer experience for MSPs and internal IT organizations
Domain
SaaS / IT Management / Cybersecurity
Required skills
Billing operations, Subscription billing models, Process improvement, Cross-functional collaboration, Data analysis, Team leadership, CRM management, ERP systems, Reporting tools, Stakeholder management
Preferred skills
SaaS environment experience, Customer lifecycle management, BPO partner management, Workflow optimization, Multinational organization experience
Technologies
Salesforce (SFDC), Service Cloud, NetSuite, Oracle, Microsoft Excel, Power BI, Tableau
Responsibilities
Serve as primary escalation point for complex billing disputes, Identify and resolve operational bottlenecks in billing workflows, Partner with cross-functional teams to improve end-to-end customer journey, Analyze case data and operational metrics to identify trends, Act as voice of customer in internal decision-making, Lead cross-functional projects for customer experience improvement
Seniority
Senior, hands-on IC with team leadership
