Accounts Services Specialist I

Job Description

As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology.

Collaboration, teamwork, open communication, and transparency are vital to our success. Datto motivates and empowers our employees to grow through professional development, training opportunities, and internal promotions. Whether it's on one of our sport teams, monthly happy hours, or other company functions; work hard play hard is not just a cliché here. Comprehensive health care packages and education reimbursement are just a few of our benefits.

The Opportunity

Join Datto’s APAC Finance team based in Sydney and support our partners and internal stakeholders with account services and billing inquiries. Excellent opportunity to learn in a US headquartered, public company in growth mode!

Our Account Services Specialist I’s respond to Billing requests submitted by internal parties such as Sales, Success and externally by our Partners. Using details found in NetSuite and/or Zuora along with knowledge of the ins and outs of the billing process, you are able to resolve most problems. Those that you are not able to resolve, you are using team resources to resolve in an accurate and timely manner. All interactions, both internal and external, must emanate the Billing Team’s commitment to a positive customer experience.

This role requires knowledge of Salesforce, NetSuite, Zuora, internal processes, invoices, credit and debit adjustments, billing records, product billing, and service cancellations.

Primary Responsibilities

• Seek successful resolution of the partner’s billing inquiries received through multiple communication channels
• Coordinate with other departments in order to resolve partner billing issues
• Support, log, categorize, prioritize, and track incidents
• Assists with past due collections efforts through partner communication
• Maintain a high level of partner satisfaction and adherence to partner service level agreements
• Log all billing and collections incidents in Salesforce with complete and accurate information
• Develop strong understanding of billing process for all Datto products
• Identify, troubleshoot and resolve partner issues
• Work collaboratively with team members to ensure timely response and resolution
• Assist in sharing, updating and creating knowledge resources
• Support a positive team culture based on Datto company values
• Willingness to accept feedback to improve skills and pursue further development
• Keep a track record of good judgment and decision-making in positions with significant responsibility

Qualifications

• Thorough knowledge of billing process
• Strong understanding of Salesforce
• Thorough knowledge of Netsuite and Zuora
• Strong understanding of internal processes
• Strong skill in invoices, credit and debit adjustments, billing records, product billing and service cancellations

Datto - A little more!

Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. Datto supports our partners 24/7/365. This commitment is a value at the core of every role in every office, always doing the right thing, and putting our customers first.

Benefits

At Datto, we’re committed to cultivating a healthy, positive and growth enabling environment. We are proud of our wide ranging benefits package which is available to all full-time employees, including:

• Private health insurance
• Private dental insurance
• Income protection
• LinkedIn Learning
• Headspace App
• Free food, drinks, and fresh organic fruit
• Opportunity to join of Datto's global Employee Resource Groups (Datto Culture, Datto Pride, Women in Tech and LatinX)
• Charity match program
• Education reimbursement

Datto is an equal opportunity employer.

By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited. We collect and store your data in accordance with our Recruiting Privacy Practices.

Please note: Only candidates who are Australian Citizens or hold perm residency will be considered.

Agencies please note: This recruitment assignment is being managed directly by our internal talent team. We will certainly reach out to our external partners if we require additional talent options. Your respect for this process is appreciated.