Technical Support Manager, Billing
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Job Description
Technical Support Manager supporting GridX billing implementations and rate analytics for utilities and energy technology providers. Improving billing operations, troubleshooting APIs, and leading customer delivery.
Responsibilities:
- Maintain and lead daily billing tasks across multiple customers and related customer support requests
- Interact directly with clients on complex technical issues, support requests, billing exceptions, reporting, and API troubleshooting
- Lead cross-functional process improvement initiatives to improve billing accuracy, data collection, timeliness, and customer satisfaction
- Understand GridX products technically and use organizational resources to support product-related inquiries
- Analyze production issues and identify, prioritize, and quantify business and system impacts
- Analyze and document energy-related use cases, acceptance criteria, and testing methods
- Gather requirements and collaborate with DevOps, engineering, and product teams to create dashboards and tools
- Assist DevOps in troubleshooting and resolving daily workflow failures
- Improve operational processes and best practices
- Assist customers, onboarding, and customer success teams with software setup and product information
- Maintain customer account overviews and monitor customer satisfaction, goals, and business-needs metrics
- Lead project management for Professional Services contracts to ensure successful operational delivery
Requirements:
- 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 and ability to correlate metrics to customer goals
- Excellent communication skills, including presenting reporting and complex data clearly and concisely
- Strong organizational and time management skills; ability to manage multiple projects and priorities simultaneously
- Advanced IT&C knowledge and ability to quickly learn and perform in new software environments
- Ability to work across time zones and with offshore teams in a dynamic start-up setting
- Consulting experience strongly preferred
- Relevant courses/training nice-to-have but not required
- Experience in cloud technologies such as AWS or GCS
- Experience working with a start-up
- Experience with energy efficiency and program implementation highly desired
- Interest in clean energy, climate change, decarbonization, or renewable energy is a plus
- Must be eligible to work in the United States
- GridX is unable to sponsor or take over sponsorship of an employment visa
Benefits:
- Flexible PTO
- Excellent Medical, Dental and Vision Insurance
- 401k Match
- Parental Leave
- Be part of creating our clean energy future
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