SaaS Billing Resolution Expert Heredia

hace 2 días


San Francisco, Heredia, Costa Rica Vmware A tiempo completo

As a key member of VMware’s Global SaaS Billing Inquiries & Disputes Ops team, you will have the opportunity to make a significant impact in driving our vision to deliver a frictionless purchasing experience for our customers, partners, and colleagues. We are seeking a highly skilled Senior SaaS Billing Disputes Analyst to join our dynamic and fast-growing global group based in Heredia, Costa Rica.

**Company Overview:**

Vmware is transforming its business model and operational practices to a cloud-based SaaS and subscription business that values and prides itself on being consumption-obsessed. Our Worldwide Business Operations Vision aims to deliver a modern, multi-cloud SaaS future by ensuring a world-class SaaS billing experience for our customers.

**Job Description:**

The successful candidate will be responsible for resolving SaaS billing disputes, inquiries, and refund requests for global customers while ensuring accuracy with defined SLA. Key responsibilities include:

  • Reviewing and resolving all types of SaaS billing disputes and inquiries
  • Supporting queue management and prioritization with a focus on SLA and customer priority
  • Adhering to compliance guidelines, including revenue recognition, customer compliance, and SOX control
  • Interacting 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
  • Driving initiatives to streamline and optimize operations

**Required Skills and Qualifications:**

To succeed in this role, you will need:

  • Excellent problem-solving skills and attention to detail
  • Ability to analyze complex billing issues and develop effective resolutions
  • Strong communication and interpersonal skills
  • Familiarity with JIRA and SFDC Queue Management
  • Experience with SaaS billing tools and systems

**Benefits:**

Vmware offers a range of benefits to support your career growth and well-being, including:

  • Employee Stock Purchase Plan
  • Medical Benefits
  • Opportunities for professional development and growth

**Leadership and Culture:**

You will be working closely with Jordan Fonseca, Team Lead, who has a strong track record of leadership and mentorship. The Global SaaS Billing Inquiries & Disputes Ops team is a collaborative and inclusive environment that values trust, respect, integrity, professionalism, ongoing development through coaching, and giving back to the community through service learning.



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