Senior SaaS Billing Disputes Analyst null

Job Description

The Elevator Pitch: Why will you enjoy this new opportunity?

Vmware transforms the business model and operational practices into a cloud-based SaaS and subscription business that values and prides itself on being consumption-obsessed. Worldwide Business Operations Vision to deliver a frictionless purchasing experience for our customers, partners, and colleagues to accelerate our transition to a modern, multi-cloud SaaS future.

To align with the vision, SaaS & Subscription Business Operations ensures to deliver a world-class SaaS billing experience to our customers by producing highly accurate invoices and billing resolution on time.

As a Senior SaaS Billing Disputes Analyst, you will have the opportunity to join an emerging global group that is dynamic and fast-growing. Our core responsibility is to resolve SaaS Billing Inquiries and Disputes for all VMware SaaS offerings (Software as a Service) for global customers ensuring accuracy with defined SLA.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

• Review and resolve all types of SaaS billing disputes, inquiries, and refund requests for global customers ensuring accuracy with defined SLA
• Adhere to all the compliance guidelines including revenue recognition, customer compliance, and SOX control
• Support queue management and prioritization with a focus on SLA and customer priority
• Be Proactive and demonstrate attention to detail with excellent problem-solving skills
• Interact 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 
• Drive initiatives to streamline and optimize the operations
• Good understanding of upstream and downstream processes
• Understanding of SaaS Business model and SaaS customer journey
• Exposure to any SaaS Billing systems (SAP, Zuora, Oracle, NetSuite) and other applications JIRA, SFDC, Tableau, Excel, etc
• Participate in projects and initiatives related to quality, data migration, and organizational initiatives
• Incorporation of legacy and MnA SaaS Offerings into standard Disputes Process
• Prepare accurate reports and deliver to business reviews and readout to respective stakeholders

What type of work will you be doing? What assignments, requirements, or skills will you be performing regularly?

Key responsibilities are to resolve Billing Disputes and Inquiries for VMware’s SaaS offering which consists of the below:

• Support JIRA and SFDC Queue Management for receiving the request
• Analyze the Billing Disputes and Inquiries request, understand the issue and ask from the requestor
• Connect with the requestor to understand the Root cause of the issue and find out the remediation plan
• Prepare the package along with the SaaS Credit Request form with all the relevant detail
• Procure approvals from Business Unit and Revenue team for a refund  
• Review and prepare SaaS usage and Billing operation reports in Excel
• Present and demonstrate the billing tools as needed to stakeholders
• Generate credit memo in SAP CI system and communicate to the downstream team for further activities
• Support any MnA Billing System Disputes and Inquiries if needed
• Drive Daily/Weekly sync up calls with the team and stakeholders
• Deliver on ad-hoc assignments as business requires
• Assist with queries and escalations from the team and other groups, acting as SME in various areas
• Interact with Sales teams, Revenue, and numerous internal groups as required to support the billing process
• Run and prepare accurate billing reports to drive operational activities
• Drive documentation and implementation of SaaS billing procedures
• Participate in projects and organizational initiatives to improve and streamline processes
• Learn the SaaS Business model and SaaS customer journey
• Proactively identify and implement operational improvements, enhancements, and system customizations that meet business requirements

What is the leadership like for this role? What is the structure and culture of the team like?

The Hiring Manager for this role is Thouseef Vellore, Sr.Manager. He is leading Global SaaS Billing Inquiries & Disputes Ops team from the Bangalore office.  20 team members in his team carry multiple skills, experience, and education backgrounds from multi-culture. The global team is spread throughout VMware offices including India and Costa Rica.

The team culture is based on building trust, the culture of respect, integrity, professionalism, ongoing development through coaching, and giving back to the community through service-learning. The team follows EPIC2 Value and trust Teamwork which creates a safe, fun, and engaging environment.

Where is this role located?

The location of this role is Bengaluru, Karnataka, India. For now, all are working remotely due to a pandemic situation. Later, the candidate can opt for either the Fixed, Flexible, or Remote option per Vmware policy.