Technical Support Manager, Billing - Remote US
The GridX Customer Success Team is looking for a Technical Support Manager, Billing
to support product implementation operations, offering rate analytics and complex billing to our energy sector clients.
Our ideal candidate will have a strong technical, operations, or consulting background and the ability to communicate ideas effectively across internal and external stakeholders. The Technical Support Manager, Billing will work under the Director of Technical Support and in collaboration with our Product and Engineering teams to effectively support individual GridX SaaS Billing implementations and Rate Analytics.
Responsibilities
- Maintain and lead daily billing tasks across multiple customers and related customer support requests, ensuring smooth functioning of the billing solution tool
- Interact with clients directly as requested, ensuring GridX meets SLA’s: responding to complex technical issues or support requests, handling billing exceptions and associated billing issues, reporting, and API troubleshooting
- Lead cross-functional process improvement initiatives/projects that improve billing accuracy by streamlining data collection and timeliness which improves customer satisfaction
- Understand GridX products on a technical level and utilize resources within the organization to best support inquiries related to specific product issues
- Analyze production issues, identify business and system impacts, prioritize and quantify issues for clients and internal teams
- Analysis and documentation of energy-related use cases, acceptance criteria and other testing-related methods
- Gather requirements and collaborate with DevOps, engineering, and product teams to create dashboards and tools
- Assist DevOps team in troubleshooting and resolving daily workflow failures
- Improve operational processes and best practices to enhance efficiency and effectiveness
- Assist customers, onboarding team, or customer success with software setup and product information, including customer success software, CRM, customer service software, and any other monitoring tools the company uses
- Maintain a customer account overview and monitor metrics associated with customer satisfaction, customer goals, and business needs
- Lead project manager for Professional Services contracts to ensure successful delivery for operational clients.
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 required
- 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
Preferred Qualifications
- Consulting experience strongly preferred
- Relevant courses/training are nice-to-have but not required
- Experience in cloud technologies (i.e. AWS, GCS)
- Experience working with a start-up
- Experience with energy efficiency and program implementation is highly desired
- Interest in Clean Energy, Climate Change, Decarbonization, or Renewable Energy is a big plus
Compensation
Compensation is determined by several factors which may include skillset, experience level, and geographic location. The expected base salary range for this role is $75,000 to $95,000 per year. Please note this range is an estimate and actual pay may vary based on qualifications, experience and location.
Our Interview Process
- Intro Call (20-30 minutes)
- Interv