Senior Billing Operations Analyst

Job Description

You are a detail-oriented and customer-focused Senior Analyst Billing Operations, responsible for end-to-end billing processes in the Finance team at Freshworks. Your role involves ensuring accuracy, timely invoicing, and effective customer communication. Acting as a key liaison between internal teams and customers to resolve billing issues efficiently and proactively.**Roles & Responsibilities****Billing & Invoicing**- Perform daily invoicing activities aligning with customer contract terms and internal SLAs.- Validate data to ensure accuracy and completeness of invoices before processing.- Maintain positive customer relationships while enforcing contractual payment terms.**Error Resolution & Support**- Identify and investigate billing errors, collaborating with Finance, Sales, and Customer Success teams for resolution.- Share timely and accurate billing data for financial reporting and reconciliation.- Respond to billing-related queries within agreed turnaround timelines.**Customer Communication & Dispute Management**- Engage with customers to understand invoicing and payment processes effectively.- Proactively resolve payment barriers and disputes by engaging with relevant stakeholders.- Review aged receivables, escalating potential bad debts and coordinating for write-offs.**Administrative & Operational Support**- Document all billing transactions and communication trails clearly.- Assist with general administrative duties related to billing and collections.- Contribute to continuous improvement efforts within the billing operations function.**Qualifications**- 47 years of experience in billing operations or related finance functions.- Bachelors degree in Commerce, Business Administration, or a related field.- Prior experience in cash applications, collections, or MIS reporting is advantageous.- Willingness to work in a 24/7 operational environment with rotational shifts and workday/weekend coverage.**Skills Inventory****Communication & Customer Management**- Strong written and verbal communication skills for internal and external interactions.- Ability to engage with the correct point of contact and explain complex billing issues clearly.**Problem-Solving & Negotiation**- Proficient in managing disputes, objections, and negotiating resolutions professionally.- Proactive in identifying root causes of issues and preventing recurrence.**Systems & Tools**- Knowledge of MS Office tools, especially Excel.- Familiarity with billing platforms, ERP/CRM systems, and financial reporting tools is beneficial.**Operational Agility**- Strong organizational skills and attention to detail.- Capability to manage multiple tasks concurrently, prioritize effectively, and adapt to changing operational needs.In this role, you will have the opportunity to work in an environment that fosters diversity and equal opportunity, allowing everyone to realize their true potential and passion. Join Freshworks and be a part of creating a fresh vision with real impact. You are a detail-oriented and customer-focused Senior Analyst Billing Operations, responsible for end-to-end billing processes in the Finance team at Freshworks. Your role involves ensuring accuracy, timely invoicing, and effective customer communication. Acting as a key liaison between internal teams and customers to resolve billing issues efficiently and proactively.**Roles & Responsibilities****Billing & Invoicing**- Perform daily invoicing activities aligning with customer contract terms and internal SLAs.- Validate data to ensure accuracy and completeness of invoices before processing.- Maintain positive customer relationships while enforcing contractual payment terms.**Error Resolution & Support**- Identify and investigate billing errors, collaborating with Finance, Sales, and Customer Success teams for resolution.- Share timely and accurate billing data for financial reporting and reconciliation.- Respond to billing-related queries within agreed turnaround timelines.**Customer Communication & Dispute Management**- Engage with customers to understand invoicing and payment processes effectively.- Proactively resolve payment barriers and disputes by engaging with relevant stakeholders.- Review aged receivables, escalating potential bad debts and coordinating for write-offs.**Administrative & Operational Support**- Document all billing transactions and communication trails clearly.- Assist with general administrative duties related to billing and collections.- Contribute to continuous improvement efforts within the billing operations function.**Qualifications**- 47 years of experience in billing operations or related finance functions.- Bachelors degree in Commerce, Business Administration, or a related field.- Prior experience in cash applications, collections, or MIS reporting is advantageous.- Willingness to work in a 24/7 operational environment with rotational shifts and workday/we

Keyskills :
CommunicationCustomer ManagementProblemSolvingNegotiationSystemsTools