senior analyst, revops - Customer supportZendesk

Job Description
Job Description
As a result of our growing Finance in the APAC region, we're now seeking a Senior Revenue Operations Analyst to join the experienced Manila team. You'll be responsible for helping to manage the invoicing and provisioning processes as we face accelerated growth and increasing demand for Zendesk products. In such an ever-changing environment such as ours, it's essential that you will be organized, detailed, have the ability to work independently, and be a quick learner. This is a great opportunity to join an exciting, high-growth company at the ground level.
Responsibilities:
The job responsibilities for this role will encompass the entire Quote-to-Cash process at Zendesk:
Work closely with customer and stakeholder teams to identify customers' requirements and provide solutions.
Engage with customers and Sales team on account changes, billing matters and subscriptions.
Reviews and processes high volume tickets inquiries with support for all Sales, Billing, Advocacy and AR team and Provisioning related issues from internal and external customers.
Reviews customer contracts and ensure the billing system reflects correct information for each customer according to contract terms.
Partner with Support Advocacy team to respond and provide solutions to customer's request.
Partner with Sales and Support teams to ensure all customer accounts are properly provisioned.
Establishes and maintains effective and cooperative working relationships with Sales and Support.
Conducts quality controls/operational audit work and monitors control process control mechanisms.
Analyses and processes escalated Rev Ops tickets on a daily basis based on existing policies and procedures.
Reviews tickets ​escalated to the queue from squad 2 for proper resolution.
Manages the Individual Productivity on a daily basis ensuring that tickets are processed at agreed SLA's.
Consolidates the Peer- to Peer audit review result and coordinates discussion of resolutions.
Drives or POC's for Playbook creation / updates and or Process Improvement initiatives.
Generates the Finance Operations Report to be submitted to TL or Manager as needed.
Conducts and deploys training to the member/s of the team.
Requirements:
A seasoned, experienced professional with a full understanding of an area of specialization; resolves a wide range of issues in creative ways.
Minimum of 5 years of experience in Financial Accounting or Billings/Operations Analyst and has a general knowledge of their functional area.
With effective interpersonal skills to develop and foster a strong working relationships with each other and with their clients.
Experience in back office operations process and procedures.
Energetic and dedicated and amenable to work at different working shifts.
Ability to work independently and meticulously.
Ability to cope with changes in policies, rules and procedures.
Articulate and good writing skills.
BS/BA in Accounting, Finance or Business Management.
Experience with Zuora/Salesforce and/or US MNC would be great.
Experience in a SAAS subscription billing a plus.
Ticketing instance experience is a plus.
About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at www.zendesk.com.
We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.
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