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Billing Ops Specialist

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Date: Jun 21, 2022

Location: San Francisco, US

Company: Dolby Laboratories, Inc.

Join the leader in entertainment innovation and help us design the future. At Dolby, science meets art, and high tech means more than computer code. As a member of the Dolby team, you’ll see and hear the results of your work everywhere, from movie theaters to smartphones. We continue to revolutionize how people create, deliver, and enjoy entertainment worldwide. To do that, we need the absolute best talent. We’re big enough to give you all the resources you need, and small enough so you can make a real difference and earn recognition for your work. We offer a collegial culture, challenging projects, and excellent compensation and benefits.

 

 

The Billing Operations Specialist is a member of the Dolby.io Sales Operations team and has key responsibilities in the service we provide our customers. This role will handle enterprise customer onboarding, maintain customer billing information, and manage contracts in our billing system.  This position also responsible for generating monthly invoices in our billing system and ensuring the accuracy of billing for our customers, answer customer questions, and resolve issues while maintaining a high level of customer service in all communications. The individual will work closely with management on operationalizing new business models, maintain price books and creating supporting procedures. The Billing Operations Specialist position requires a strong attention to detail, business acumen, consistent follow-through, and analytical skills.

 

Billing Operations Specialist Objectives:

  • Execute the day-to-day activities of Zuora and Stripe billing systems including customer account management, service activation management, billing support and reporting.  

  • Master the intricacies of Zuora and Stripe billing system’s tools to eventually strategize on optimum execution of SaaS and metered billing for better efficiency and accuracy while maintaining SOX compliance.

  • Participate in Zuora and Stripe billing projects involving strategy, implementation support, business processes, and creation of new pricing models.

  • Manage accounts receivable day-to-day communications with customers within SLA standards. 

  • Investigate anomalies in customer usage data and report on resolution to management.

  • Reconcile customer accounts when necessary and work closely with Sales, Billing and A/R to resolve invoice issues.

  • Manage account suspension for non-payment

  • Identify invoices for bad debt write-off, revenue reserve and report to Finance to action.

  • Document collection activities in Salesforce and work closely with the Finance Collections team to collect from delinquent customers.

  • Work with Legal department to further pursue unpaid accounts.

  • Facilitates the contract set-up process efficiently to ensure customer service levels are met and the timely recognition of revenue. 

  • Demonstrated critical thinking and decision-making skills in understanding and applying process guidelines to resolve problems.

  • Ensure that requests from the Sales and Finance organizations related to Order to Cash processes and systems are optimally qualified, prioritized, and executed while managing infrastructure, configuration changes, and appropriate documentation within Zuora and Stripe Billings.

  • Monitor efficiency of systems, policies, and procedures. Make appropriate recommendations to management to ensure daily operations are efficient

 

Qualifications:

  • Minimum 3+ years of collections and A/R experience in a high-volume corporate accounting environment.

  • Strong knowledge and understanding of accounting procedures.

  • Experience with recurring billing system software designed for subscription businesses.

  • Excellent customer services skills with at least 5 years of business and customer services experience required.

  • Critical attention to detail and research skills required.

  • Read and comprehend contract terms

  • Exemplary customer service skills with an aptitude for managing difficult customer situations with tact and diplomacy

  • Strong analytical and problem-solving skill required.

  • Excellent written and oral communication skills to facilitate successful interaction with all levels of customers, management, and internal cross functional teams.

  • Ability to work effectively in a cross functional environment.

  • Ability to make decisions independently or with little guidance.

  • Experience in SAP and Salesforce highly preferred.

  • Candidate must have intermediate to advanced skills in Microsoft Office products, with an emphasis in Excel

 

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Dolby will consider qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco Police Code, Article 49, and Administrative Code, Article 12

 

Equal Employment Opportunity:
Dolby is proud to be an equal opportunity employer. Our success depends on the combined skills and talents of all our employees. We are committed to making employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, family status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state, and local laws and ordinances.


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland