SaaS Billing Disputes Analyst - II - Opportunity for Working Remotely
Heredia, CR
hace 3 días

Job Description

SaaS Billing Disputes Analyst II

The Elevator Pitch : Why will you enjoy this new opportunity?

Vmware transform the business model and operational practices to a cloud-based SaaS and subscription business that values and prides itself on being consumption-obsessed .

Worldwide Business Operations Vision to Deliver a frictionless purchasing experience for our customers, partners, and colleagues to accelerate our transition to a modern, multi cloud SaaS future.

To align with the vision, SaaS & Subscription Business Operations mission is to ensure customers have a world class SaaS billing experience to our customers by producing highly accurate invoices and billing resolution on time.

As a Billing Disputes Analyst-II, you will have the opportunity to join an emerging global group which is dynamic and fast-growing.

Your primary focus is to resolve Billing Inquiries and Disputes for all VMware SaaS (Software as a Service) Offerings for global customers ensuring accuracy with defined SLA.

Success in the Role : What are the performance outcomes over the first 6- months you will work toward completing?

Review and Resolve SaaS Billing Inquiries and Disputes

  • Within days of employment, you must review and resolve all types of billing disputes, refund and inquiries for global customers ensuring accuracy with defined SLA
  • Adhere to all the compliance guidelines includes revenue recognition, customer compliance and SOX control
  • Support queue management and prioritization with a focus on SLA and customer priority
  • Work across multiple applications within the SaaS Billing systems
  • Interact with Sales, Customer Success, Customer Support, Business Unit, IT, Revenue, AR, channel partners and numerous internal groups as required to support the order-to-invoice process
  • What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

    Your primary responsibilities are to resolve Billing Disputes and Inquiries for SaaS offering which consists of the below :

  • Support JIRA Queue Management for receiving the request
  • Analyze the Billing Disputes and Inquiries request, understand the issue and ask from the requestor
  • Connect with the requestor to understand the Root cause of the issue and find out the remediation plan
  • Prepare SaaS Credit Request form with all the relevant detail
  • Procure approvals from Business Unit and Revenue team for refund financial data and present as needed to customers or VMware partners.
  • Generate credit memo in SAP system and communicate the downstream team for further activities
  • Support any MnA Billing System Disputes and Inquiries if needed
  • Learn the SaaS Business model and SaaS customer journey Proactively identify and implement operational improvements, enhancements, and system customizations that meet business requirements
  • Attend Daily / Weekly sync up calls with the team and stakeholders
  • Deliver on ad-hoc assignments as business requires
  • What is the leadership like for this role? What is the structure and culture of the team like?

    The Hiring Manager for this role in Jordan Fonseca, Team Lead leading SaaS Billing Inquiries & Disputes Ops team from Costa Rica office.

    There are 5 team members in his team carries multiple skills, experience, education background with multi culture. The global team is spread throughout VMware offices including India and Costa Rica.

    The team culture based on building trust, culture of respect, integrity, professionalism, on-going development through coaching, and giving back to the community through service learning.

    Team follow EPIC2 Value and trust Teamwork which creates safe, fun, and engaging environment.

    Where is this role located?

    The location of this role is Heredia, Costa Rica. For now, all are working remotely due to pandemic situation, later can opt Vmware policy either Fixed, Flexible or Remote option.

    What are the benefits and perks of working at VMware?

    You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting .

  • Employee Stock Purchase Plan
  • Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
  • Generous Time Off Programs
  • hours of paid time to volunteer in your community
  • Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
  • Wellbeing Allowance
  • Internet reimbursement
  • Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
  • Category : Sales

    Subcategory : Sales Administration

    Experience : Entry Level

    Full Time / Part Time : Full Time

    Posted Date : 2

    VMware Company Overview : At VMware, we believe that software has the power to unlock new opportunities for people and our planet.

    We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe.

    At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http : / /

    Equal Employment Opportunity Statement : VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind : VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

    All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

    VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages.

    Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

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