Technical Support Manager, Billing

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and execute daily billing operations for various clients along with associated customer support inquiries.

• Engage directly with clients to address intricate technical challenges, support requests, billing discrepancies, reporting, and API troubleshooting.

• Spearhead cross-functional initiatives aimed at refining billing accuracy, data gathering, timeliness, and enhancing customer satisfaction.

• Acquire a technical understanding of GridX products and leverage organizational resources to assist with product-related queries.

• Evaluate production issues, determining, prioritizing, and quantifying their effects on business and systems.

• Analyze and document energy-related use cases, acceptance criteria, and testing methodologies.

• Collect requirements and collaborate with DevOps, engineering, and product teams to develop dashboards and tools.

• Support DevOps in diagnosing and rectifying daily workflow disruptions.

• Enhance operational processes and implement best practices.

• Aid customers, onboarding, and customer success teams with software configuration and product information.

• Maintain comprehensive customer account summaries and track customer satisfaction, objectives, and business-needs metrics.

• Manage project oversight for Professional Services contracts to guarantee successful operational execution.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success or Customer Support, demonstrating proven operations or technical expertise.

• Prior experience in the energy or utility sector is essential.

• Strong analytical abilities with a knack for linking metrics to customer objectives.

• Exceptional communication skills, especially in presenting reports and complex data in a clear and concise manner.

• Excellent organizational and time management skills; adept at handling multiple projects and priorities concurrently.

• Advanced knowledge in IT&C with a capacity to quickly adapt and excel in new software environments.

• Ability to collaborate across different time zones and with offshore teams in a dynamic start-up environment.

• Consulting experience is highly preferred.

• Relevant courses or training are a plus but not mandatory.

• Familiarity with cloud technologies like AWS or GCS is advantageous.

• Experience in a start-up context is beneficial.

• Experience in energy efficiency and program implementation is highly sought after.

• A genuine interest in clean energy, climate change, decarbonization, or renewable energy is a plus.

• Must have eligibility to work in the United States.

• GridX is unable to sponsor or take over sponsorship of an employment visa.

🏝️ Benefits

• Flexible PTO

• Excellent Medical, Dental, and Vision Insurance

• 401k Match

• Parental Leave

• Be part of creating our clean energy future