Customer Success Operations Associate - Dublin

The CS Operations Associate at Datadog will join a team whose mission is to drive efficiency and enable operational success in the Customer Success organization. The team has a diverse scope within Customer Success by providing support on customer billing related questions and calculations, and engaging in projects to improve internal processes through automation and standardization of work flows.

 

You’ll work side-by-side with our Customer Success team to support billing inquiries, develop resources, and drive operational improvements. You’ll partner heavily with our Customer Success teams and leaders, while also driving cross-functional collaboration with our Finance and Sales Ops teams on processes and reporting. You will identify improvements, and keep close to customers and their requests. Through your work, our CSMs will have a clear view into billing and usage for all customers. 

 

Your journey will begin by helping to drive a new model of support for our Enterprise Sales & CS teams and will be responsible for responding to customer inquiries and handling complex billing calculations. 

 

At Datadog, we place value in our office culture - the relationships and collaboration it builds, and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

What You’ll Do:

• Act as primary point of contact for Enterprise customers to resolve billing & usage inquiries, adjustments, and credit requests, with the ability to handle complex calculations for usage-based services

• Communicate directly with customers on all billing & usage related matters, offering best in breed support and enhancing customer experience

• Work closely with the Datadog Enterprise Sales team, Customer Success Managers, and Technical Support to provide billing support for strategic accounts

• Thought partner in developing processes at scale to support the Enterprise Customer Success organization

• Adherence to internal team processes and SLAs to maintain a positive experience for all stakeholders and streamline support operations.

• Responsible for triaging and routing customer inquiries to relevant internal teams, collaborating with cross-functional teams to ensure timely issue resolution

• Resolving Zendesk escalations regarding billing & usage from internal teams such as Solutions and Finance.

• Ad hoc duties as necessary  

 

Who You Are:

• Enjoy a hybrid working model, spending at least 3 days in the office each week to collaborate with team mates

• 2-4 years of experience in customer facing roles owning customer relationships directly, such as Customer Success or Support

• Demonstrated experience with billing models and ability to handle complex billing calculations, Saas and/or usage-based billing experience an advantage

• Ability to communicate effectively with customers and cross-functional teams, and to understand documents and training resources in English

• Experienced in handling high volume and working in a high paced environment

• Track record of collaborating with other teams to solve customer issues

 

Bonus points: 

• Experience using Salesforce, Zendesk, Jira, and business intelligence tools (Tableau, Looker, Metabase)

• A good understanding of databases and SQL

• Background in Finance or Accounting 

 

 

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.

 

Benefits and Growth:

• New hire stock equity (RSU) and employee stock purchase plan (ESPP)

• Continuous professional development, product training, and career pathing 

• Sales training in MEDDIC and Command of the Message 

• Intra-departmental mentor and buddy program for in-house networking 

• An inclusive company culture, opportunity to join our Community Guilds

• Generous global benefits

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.

 

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About Datadog: 

Datadog (NASDAQ: DDOG) is a global SaaS business, delivering a rare combination of growth and profitability. We are on a mission to break down silos and solve complexity in the cloud age by enabling digital transformation, cloud migration,