Senior Saas Billing Disputes Analyst Heredia

hace 2 días

Heredia, Costa Rica VMware A tiempo completo

Senior SaaS Billing Disputes Analyst

**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 ensures to deliver a world class SaaS billing experience to our customers by producing highly accurate invoices and billing resolution on time.

As a Senior SaaS Billing Disputes Analyst, you will have the opportunity to join an emerging global group which is dynamic and fast-growing. Our core responsibility is to resolve SaaS Billing Inquiries and Disputes for all VMware SaaS offerings (Software as a Service) for global customers ensuring accuracy with defined SLA.

**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**
- Review and resolve all types of SaaS billing disputes, inquiries, refund request 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
- Be Proactive and demonstrate attention to detail with excellent problem-solving skill
- 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
- Drive initiatives to streamline and optimize the operations
- Good understanding of upstream and downstream processes
- Understanding of SaaS Business model and SaaS customer journey
- Participate in projects and initiatives related to quality, data migration and organizational initiatives
- Incorporation of legacy and MnA SaaS Offerings into standard Disputes Process
- Prepare accurate reports and deliver to business reviews and readout to respective stakeholders

**What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?**

Key responsibilities are to resolve Billing Disputes and Inquiries for VMware’s SaaS offering which consists of the below:

- Support JIRA and SFDC 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 the package along SaaS Credit Request form with all the relevant detail
- Procure approvals from Business Unit and Revenue team for refund
- Review and prepare SaaS usage and Billing operation reports in Excel
- Present and demonstrate the billing tools as needed to stakeholders
- Generate credit memo in SAP CI system and communicate the downstream team for further activities
- Support any MnA Billing System Disputes and Inquiries if needed
- Drive Daily/Weekly sync up calls with the team and stakeholders
- Deliver on ad-hoc assignments as business requires
- Assist with queries and escalations from team and other groups, acting as SME in various areas
- Interact with Sales teams, Revenue and numerous internal groups as required to support the billing process
- Run and prepare accurate billing reports to drive operational activities
- Drive documentation and implementation of SaaS billing procedures
- Participate in projects and organizational initiatives to improve and streamline processes
- Learn the SaaS Business model and SaaS customer journey
- Proactively identify and implement operational improvements, enhancements, and system customizations that meet business requirements

**What is the leadership like for this role? What is the structure and culture of the team like?**

The Hiring Manager for this role is Jordan Fonseca, Team Lead. He is leading Global SaaS Billing Inquiries & Disputes Ops team from Costa Rica office. There are 4 team members in his team who 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 team members are working remotely due to pandemic situation. Later, we may opt Hybrid Model as per Vmware policy.

**What are the benefits and perks of working at VMware?**
- Employee Stock Purchase Plan
- Medica

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