Technical Support Manager, Billing - Remote US
$75,000–$95,000 year
RemoteUnited States
Job Summary
Maintain and lead daily billing tasks across multiple customers, ensuring smooth functioning of the billing solution tool while handling billing exceptions, API troubleshooting, and SLA compliance. Interact directly with clients to resolve complex technical issues and support requests, analyzing production impacts and prioritizing issues for internal teams. Lead cross-functional process improvement initiatives to streamline data collection and enhance billing accuracy, collaborating with DevOps and engineering to create dashboards and resolve workflow failures. Manage customer account metrics and oversee Professional Services contracts to ensure successful delivery.
Required Qualifications
- Minimum 5 years of experience in Customer Success or Customer Support with proven Operations or Technical capabilities
- Experience in the energy/utility space
- Strong analytical skills with the ability to identify and correlate metrics relevant to customer goals to drive customer success and contribute to the efforts of the entire team
- Excellent communication skills, with the ability to present reporting and complex data findings in a clear and concise manner
- Strong organizational and time management skills, with the ability to work on multiple projects and priorities simultaneously
- Advanced IT&C knowledge and capabilities and ability to quickly learn and perform in new software environments
- Ability to work across time zones and with offshore teams in a dynamic start-up setting
Desired Qualifications
- Consulting experience
- Relevant courses / training
- Experience in cloud technologies (i.e.. AWS, GCS)
- Experience working with a start-up
- Experience with energy efficiency and program implementation
- Interest in Clean Energy, Climate Change, Decarbonization, or Renewable Energy
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