Senior Analyst - SaaS Billing Operations
VMware
Heredia, Costa Rica
hace 5 días

Job Description

Senior Analyst - SaaS Billing Operations

About Us

Digital business requires a digital foundation. VMware compute, cloud, mobility, networking and security software forms a dynamic, consistent digital foundation to deliver the apps that power business innovation.

VMware streamlines the journey to digital business by unlocking value from today’s technologies while enabling the integration of tomorrows.

In Global Order Management we are committed to delivering an unparalleled purchasing experience that enables VMware’s customers to rapidly realize the value of our products and services while ensuring financial integrity.

We accelerate operational innovation and build bridges across VMware and its partner community. We put our people first by creating a global employee experience that builds loyalty.

Your Responsibilities :

  • Resolve all types of billing disputes 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 escalations
  • Review and release the monthly proforma invoices accurately pertaining to SaaS business model
  • Work across multiple applications within the SaaS Order Management and Billing system
  • Interact with CSM, BU and numerous internal groups as required to support the order to invoice process
  • Provide and follow up on suggestions and ideas that enhance processes, customer experience and simplicity of operations
  • Handle daily operational issues and drive for improvement
  • Run and prepare accurate billing reports and deliver to respective stakeholders
  • Drive the collaboration efforts with GEO-counterparts to ensure adequate support provided
  • Participate in projects and initiatives related to quality, data migration and operational efficiency
  • Deliver on ad-hoc assignments as business requires and act as SME on various SaaS order and billing focus areas
  • Support all quarter-end-related activities including readiness control tasks and reporting
  • Assist in documenting of processes and procedures and the creation of reports and presentations
  • Define best practices to ensure business continuity and audit compliance
  • You Need :

  • 5+ years' industry experience in order processing, distribution or invoicing, with specific knowledge of software transactions and general knowledge of revenue recognition
  • Good understanding of upstream and downstream processes
  • Ability and motivation to work expertly in a multi-task environment, both independently and as part of a team
  • Ability to investigate and analyse problems using good judgment and determine solutions to resolve issues
  • Proven task management and prioritization capabilities
  • Ability to initiate process improvement plans and work towards change
  • Experience collaborating on projects and testing
  • Positive, collaborative approach and sound business insight
  • Ability to adapt to fast changing and dynamic environment
  • Proficiency in Microsoft Office
  • Excellent written and verbal communication skills and interpersonal skills
  • Ability to work outside of standard office hours as per business requirements
  • Good work ethic and sense of responsibility
  • You Preferably Have :

  • Experience in Enterprise SaaS Quote-to-Cash operations
  • Strong reporting and analytical skills
  • Proficiency in Salesforce.com
  • Proficiency in Oracle or SAP
  • Bachelor’s Degree
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