Billing Tech Support Manager, Energy SaaS & Analytics

GridX, Inc.; United States; On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Flexible PTO

Excellent Medical, Dental and Vision

Job summary

GridX, Inc. is seeking a Technical Support Manager, Billing to support product implementation operations, offering rate analytics and complex billing to energy sector clients.

You will work with our Product and Engineering teams to support GridX SaaS Billing implementations and Rate Analytics. The role requires at least 5 years in Customer Success or Support with strong analytical and communication skills, and energy/utility space experience.

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.

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

Skills

Customer Success

Analytical skills

Communication skills

Project management

Tools

CRM software

API troubleshooting

Monitoring tools

Job description

GridX, Inc. is seeking a Technical Support Manager, Billing to support product implementation operations, offering rate analytics and complex billing to energy sector clients.

You will work with our Product and Engineering teams to support GridX SaaS Billing implementations and Rate Analytics. The role requires at least 5 years in Customer Success or Support with strong analytical and communication skills, and energy/utility space experience.