SaaS Billing Resolution Specialist Heredia

hace 1 semana


San Francisco, Heredia, Costa Rica Vmware A tiempo completo

As a Senior SaaS Billing Disputes Analyst at VMware, you will play a key role in delivering a world-class SaaS billing experience to our customers.

About the Role

The Senior SaaS Billing Disputes Analyst is responsible for resolving SaaS billing inquiries and disputes for global customers while ensuring accuracy with defined SLA. This includes reviewing and resolving all types of SaaS billing disputes, inquiries, and refund requests.

You will work closely with various internal teams, including Sales, Customer Success, Customer Support, Business Unit, IT, Revenue, AR, and channel partners, to support the order-to-invoice process. Your proactive approach and attention to detail will be crucial in driving initiatives to streamline and optimize operations.

This is an excellent opportunity to join a dynamic and fast-growing global group at VMware. You will have the chance to develop your skills and knowledge in SaaS business models, customer journeys, and upstream/downstream processes.

Daily Responsibilities
  • Support JIRA and SFDC queue management for receiving requests
  • Analyze billing disputes and inquiries, understand issues, and ask for clarification from requestors
  • Connect with requestors to understand root causes and find remediation plans
  • Prepare packages with relevant details and procure approvals from Business Unit and Revenue teams
  • Review and prepare SaaS usage and billing operation reports in Excel
  • Present and demonstrate billing tools as needed to stakeholders
  • Generate credit memos in SAP CI systems and communicate with downstream teams
  • Drive daily/weekly sync-up calls with teams and stakeholders

You will also be responsible for delivering on ad-hoc assignments as business requires, assisting with queries and escalations from teams and other groups, and acting as an SME in various areas.

About the Team

You will be part of the Global SaaS Billing Inquiries & Disputes Ops team led by Jordan Fonseca, Team Lead. The team is spread across VMware offices, including India and Costa Rica, and is known for its culture of trust, respect, integrity, professionalism, and ongoing development through coaching.

The team follows the EPIC2 value and trusts teamwork, creating a safe, fun, and engaging environment. As a member of this team, you will contribute to projects and initiatives related to quality, data migration, and organizational improvements.

About VMware

VMware is a leader in cloud computing, virtualization, and network security. Our mission is to accelerate digital transformation by modernizing applications, infrastructure, and security.

We offer a range of benefits and perks, including Employee Stock Purchase Plan, Medical, and more. If you are passionate about technology and innovation, and want to make a meaningful impact, we encourage you to apply.



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