Product Billing Support Specialist, Senior

Datasite is where deals are made. We provide the data rooms and SaaS technology used in M&A and other high-value transactions, to deliver projects in more than 170 countries. Carrying that success into the future is all about you. Your useful skills, your unusual experience, your unique ideas. Everyone here brings something unexpected. What’s yours? Invest your talents in us, and we’ll return the compliment.

Job Description:

Accountabilities:

• Provide support by assisting customers, Sales and other stakeholders with simple to highly complex billing-related questions and problems.
• Triage customer requests and engage various internal departments (Billing, Sales, Accounts Receivable, Collections, Client Services, Legal etc.) to provide appropriate responses.  This includes taking ownership of and resolving issues escalated by other Billing Support Specialists.
• Provide explanations of invoice charges by performing a rigorous analysis using various billing and data usage reports.
• Provide copies of invoices, summary of invoices (SOI) and cost to date (CTD) using Oracle and Salesforce systems.
• Collaborate with Legal, Treasury and Security & Compliance to fill out vendor forms for payments and provide banking details to customers.
• Facilitate credit card payments from customers. Receive customer purchase order numbers (POs) and perform analysis and follow-up to correlate to customer invoices. Process billing adjustment requests (BARs) on behalf of Sales where appropriate.
• Assist with general Finance inquiries and other administrative tasks (e.g. handling W9 forms).
• Ensure deliverables for customers are accurate and timely and monitor progress on deliverables.
• Capture all service requests, interactions and communications in Salesforce Service Cloud.
• Build positive relationships with customers, Sales and other internal departments.
• Delight the customer through every interaction.
• Train and mentor new and existing team members. Drive and implement process improvements.
• Assist manager with tasks and act as a backup as needed.  Help monitor queue and mobilize resources during busy periods. Lead and drive special projects. Other additional duties as may be requested from time to time.

Qualifications:

• High school diploma required. Bachelor’s degree in related field preferred. Strong analytical and problem-solving skills with high learning agility.
• Strong knowledge of Excel, Salesforce (or similar CRM) and a basic understanding of Oracle (or similar financial system).
• 5+ years previous experience in a client service or billing support environment. Proven ability to multitask in a time-sensitive and deadline-driven work environment.
• Strong communication skills, especially in explaining technical terms in a way that non-technical individuals can understand.
• Independent problem solving and troubleshooting skills.
• Ability to work well in a team collaboration environment.
• Excellent organizational skills and attention to detail.
• Experience in the M&A, financial or legal sectors is a plus.
• Fluency in Spanish, Portuguese, French, German, Italian or Japanese is a plus but not required.

compensation range $57,900 - $89,200

As a global organization, Datasite knows that diverse perspectives are essential to our success. We’re committed to maintaining a diverse workforce to serve our customers around the world. Datasite is an equal opportunity employer (EEO) and furthers the principles of EEO through Affirmative Action.