The opportunity
Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the…
What you'll do
Lead Strategic Operations & Risk Mitigation Drive Dispute & Case Management:: Oversee global dispute resolution processes for Direct Cloud and Cloud MP billing, ensuring high-impact customer issues are resolved in a scalable manner while optimizing Customer Satisfaction Score and minimizing churn.
Manage Delinquency & Risk: Oversee credit card delinquency, unbillable suspensions, and termination workflows to minimize financial risk while enforcing proper customer communications and controls.
Process Escalations & Financial Adjustments: Serve as the skilled escalation point for high-value refunds, re-billing, return authorization, and ad-hoc credit authorizations.
Quarter-End Execution & Forecasting: Drive quarter-end consumption and billing reports, Bad Debt Write-Off forecasting/execution, and cross-functional postmortem case intelligence reviews.
Champion Operational Excellence & Innovation Drive Billing Automation &: Scale: Lead process design and automation initiatives, including suspension/termination automation, MP cash application enhancements, and AI/tooling adoption.
Cross-Functional Enablement: Partner closely with Revenue, Deal Desk, Order Ops, Legal, Sales, and Cloud Engineering to align billing capabilities, optimize marketplace operations, and streamline customer billing experiences.
What they're looking for
- Global Team Leadership: Lead, develop, and enable a distributed, global team across multiple time zones, building a robust organization with robust cross-training and structured documentation
- + years of progressive management experience across order-to-cash,: accounting, finance, revenue operations within publicly traded SaaS or enterprise tech companies.
- Cloud Marketplace Expertise: Knowledge of cloud ecosystem billing mechanics across AWS, GCP, and Azure (Private Offers, MP cash application, usage-based metering).
- Process Automation & Systems Mastery: Proven track record of automating manual workflows, establishing operational controls, and spearheading cross-functional system implementations (ERP, Billing Engines, CRP/Salesforce, MP portals).
