Analyst - Billing Operations

Company Description

Organizations everywhere struggle with the crushing costs and complexities of “solutions” that promise to simplify their lives, create a better experience for their customers and employees, and help them grow. Software is a choice that can make or break a business. It can create better or worse experiences, propel or throttle growth. Business software has become a blocker instead of a way to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

We are looking for an Analyst- Subscriptions & Billing who will work cross-functionally across all members of the business to support Subscription Management and Invoicing Support to all customers of Freshworks.

About the team

The Subscription and Billing (S&B) team manages the activation and invoicing lifecycle of Freshworks Products. S&B Agents are expected to learn the product, agent, platform, and add-on billing SKUs ensure the right SKUs are set up for each subscription, add/amend subscriptions as per customer/AM/CSM requests in line with Sales Finance Policy, participate in projects under S&B to enhance Billing and other allied applications & ensure analysis of customer queries and resolve the issue promptly and appropriately.

Below are the job responsibilities.

• Read / Review the contracts / SOF and generate invoices accurately and in a timely manner.
• Follow up with Internal / External stakeholders on missing information
• Respond to customer queries received via emails, phone calls, tickets and other modes of
• communication
• Responsible for the month-on-month revenue generation by processing deals.
• Assist the team in day-to-day activities from process and policy standpoints.
• Provide best-in-class customer service with first-time-right resolution
• Assist month-end and close activities for Financial Reporting/MIS

Qualifications

• 1 to 4 years of experience in Billing and Billing related services.
  

• Good communication skills (written and oral).
  

• Working knowledge of MS Office products.
  

• Knowledge & experience in related processes like Cash Applications, Collections, and MIS would be an advantage but not mandatory.
  

• Skilled in negotiation & problem-solving
  

• Willing to learn and open to working in a 24/7 operational environment with rotational shifts and week offs.
  

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.