Technical Support Manager, Billing

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $75k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 0%

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GridX, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚡ Energy

🤝 B2B

Energy • B2B

GridX, Inc. is a software development company that partners with utilities and energy suppliers to transform their businesses and accelerate the clean energy transition. They offer an Enterprise Rate Platform that helps organizations create new products and business models to meet their clean energy goals, streamline their billing and settlement processes, and enhance customer engagement. Their platform supports leading utilities, retail energy suppliers, and energy ecosystem OEMs, serving over 19 million homes and businesses.

📋 Description

• Maintain and lead daily billing tasks across multiple customers and related customer support requests • Work directly with clients to meet operational SLAs, respond to complex technical issues, resolve billing exceptions, and troubleshoot API issues • Check billing production workflows at 6:00 a.m. ET each weekday and partner with DevOps to diagnose and resolve issues • Participate in a weekend on-call rotation from Friday 8:00 p.m. to Sunday 8:00 p.m. ET, approximately once every five weeks • Manage and deliver accurate, timely month-end client reports • Coordinate annual rate updates • Plan and execute testing for rate updates and Professional Services projects • Lead weekly live client calls, review service performance, resolve operational issues, assign and track action items, and drive follow-through • Develop technical and business understanding of GridX products and resolve product-related inquiries • Capture client feature requests and log tickets for the Product team • Improve operational processes and best practices • Support customers and internal teams with software setup and product questions using CRM, ticketing, and monitoring platforms • Manage Professional Services projects from planning through completion, including project plans, client project calls, ticket tracking, and internal team coordination • Report to the Director of Technical Support

🎯 Requirements

• 5+ years in technical support, customer operations, technical account management, or a similar client-facing technical role • Experience in the energy or utility industry, including working knowledge of utility rate structures and utility billing processes • Hands-on technical skills, including SQL for investigating data issues and troubleshooting REST APIs • Experience planning and executing testing, such as test plans, UAT, and defect tracking through resolution • Experience managing client-facing projects, including scope, timelines, and change requests • Experience leading recurring live client calls and confidently presenting status, issues, and next steps to client stakeholders, and managing escalations • Strong analytical skills • Excellent communication skills • Strong organizational and time management skills • Advanced IT&C knowledge and capabilities 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 • Availability for a daily 6:00 a.m. ET workflow check and a weekend on-call rotation approximately once every five weeks • Consulting or professional services experience preferred • Experience with utility billing or CIS systems preferred • Familiarity with cloud environments and monitoring tools preferred • Experience working with a start-up preferred • 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; employment visa sponsorship is not available

🏖️ Benefits

• Flexible PTO • Excellent Medical, Dental and Vision Insurance • 401k Match • Stock Options • Parental Leave • Be part of creating our clean energy future