Revenue Operations Director, APAC

Job Description

An industry-leading tech company At Zendesk, we build software that delivers the ultimate customer experience. Your favourite brands (like AirBnb, Uber, Slack, and OpenTable) use our products to engage you as a customer, and we lead the industry with beautifully simple software. And we’re constantly innovating - no really, we can’t wait to outdo ourselves in the near future. What you’ll do As a Revenue Operations Director in APAC, you will help lead our Finance Operations and Order Operations team in the region. This means you will be responsible for leading the teams that manage Sales Order review, customer and billing inquiries for all Zendesk products, and process improvements locally and globally. To be more specific, we see your role fulfilling four key areas. Quotes, Sales Orders and Support As a Revenue Operations Director, you will own the Order Entry, Billing and Invoice process for the region. You will manage the validation of service orders from the Sales Team, ensuring controls and SOX compliance. You will also develop, document and implement policies which drive efficiency across the organisation. A big part of your role will be partnering with Sales and Customer Advocacy Support Teams on subscription and billing inquiries. You will assist the Sales Team with questions on quote preparation and manual service orders for complex deals, monitor renewal schedule and provide management visibility reports, and manage ticket inquiries with support for all sales, billing and provisioning related issues. Collections, Revenue Accounting & Finance Shared Services You will be responsible for managing and reviewing dunning for credit card customers, and reviewing and approving refunds, when applicable. You will work closely with AR ticketing and collections team to tackle Enterprise level collections and solve complex customer contractual issues. You will also partner with our Operations team to ensure all credits are properly recorded, our Finance Shared Services team on Tier 1 Revenue Operations work, and our Accounting team to ensure accurate data and revenue recognition procedures. Quote to Bill System You will be a core participant in quote to cash system improvements, requirements and UAT testing. You will also work with IT, Sales Operations and Billing Dev in end user requirements, billing process improvements and automation opportunities, billing systems integrations and system enhancements. Expect to also review and ensure SOX compliance in Quote To Bill processes. Business Partnering Essential to your role as a leader in the Revenue Operations team is being a trusted advisor to the APAC Go-To-Market team. You should have strong commercial acumen and be able to demonstrate experience in balancing contract risk and return, optimising financial outcomes and engaging and managing commercial business relationships and partnerships. Communication and influence are core to what we do. Having an inquisitive nature and the courage to challenge the status quo are essential skills for a successful candidate. As well as a leader, you will be a strong team player with a history of delivering results in a high-pressure environment and have a demonstrated ability to adapt to fast pace changes. You will have a natural passion for data and an eye for detail. Not your average tech company Zendesk has all the stuff you’d expect from a tech company - competitive pay, stock, benefits, beautiful office, snacks, and more. We also have a culture deeply dedicated to helping our staff keep work-life balance, from flexible hours to remote work, to the most progressive parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to volunteer thousands of hours with local community groups each year. We invest in diversity and inclusion so that our staff reflects the diversity of the world around us. Our team is dedicated to ensuring our workplace experience is top-notch and welcoming for all. What you need to succeed We’ve found that a bachelor’s degree in Accounting, Finance, or Business and financial experience in a revenue, billing, or quote to cash role are the most common predictors for a successful Revenue Operations Director at Zendesk. You are a great communicator, energetic and dedicated, and able to express yourself articulately when you write. You have experience in back office operations, and have ideally worked with a Sales or Support team in the past. On the technology front, experience with Salesforce.com , Netsuite, and Zuora are a plus. That said, if your experience looks a little different from what we’ve identified and you think you can do well in the role, we’d love to learn more about you. The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com . Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information. Apply for this job