Technical Support Manager, Billing

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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 • 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 support inquiries related to product issues • Analyze production issues, identify business and system impacts, and prioritize and quantify issues • 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 Professional Services contracts as project manager 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 findings clearly • Strong organizational and time management skills; ability to manage multiple projects and priorities • Advanced IT&C knowledge and ability to learn new software environments quickly • 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 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 • Parental Leave • Opportunity to contribute to creating the clean energy future