The GridX Customer Success Team is looking for a Technical Support Manager, Billing to support product implementation operations, offering rate analytics and complex billing to our energy sector clients.
Our ideal candidate will have a strong technical, operations, or consulting background and the ability to communicate ideas effectively across internal and external stakeholders. The Technical Support Manager, Billing will work under the Director of Technical Support and in collaboration with our Product and Engineering teams to effectively support individual GridX SaaS Billing implementations and Rate Analytics.
Responsibilities
- Maintain and lead daily billing tasks across multiple customers and related customer support requests, ensuring smooth functioning of the billing solution tool
- Interact with clients directly as requested, ensuring GridX meets SLA’s: responding to complex technical issues or support requests, handling billing exceptions and associated billing issues, reporting, and API troubleshooting
- Lead cross-functional process improvement initiatives/projects that improve billing accuracy by streamlining data collection and timeliness which improves customer satisfaction
- Understand GridX products on a technical level and utilize resources within the organization to best support inquiries related to specific product issues
- Analyze production issues, identify business and system impacts, prioritize and quantify issues for clients and internal teams
- Analysis and documentation of energy-related use cases, acceptance criteria and other testing-related methods
- Gather requirements and collaborate with DevOps, engineering, and product teams to create dashboards and tools
- Assist DevOps team in troubleshooting and resolving daily workflow failures
- Improve operational processes and best practices to enhance efficiency and effectiveness
- Assist customers, onboarding team, or customer success with software setup and product information, including customer success software, CRM, customer service software, and any other monitoring tools the company uses
- Maintain a customer account overview and monitor metrics associated with customer satisfaction, customer goals, and business needs
- Lead project manager for Professional Services contracts to ensure successful delivery for operational clients.
Required Qualifications
- Minimum 5 years of experience in Customer Success or Customer Support with proven Operations or Technical capabilities
- Experience in the energy/utility space required
- Strong analytical skills with the ability to identify and correlate metrics relevant to customer goals to drive customer success and contribute to the efforts of the entire team.
- Excellent communication skills, with the ability to present reporting and complex data findings in a clear and concise manner