Develop and maintain trusted relationships with counterparts on the external customer as well as internal business side to understand the billing and payments experience for Google clients in Southeast Asia. Leverage understanding of customer needs, Google’s products and systems to identify and proactively address drivers of non-payment. Provide ongoing consultation and support to stakeholders on questions related to Google’s policies and processes.
Partner with Operations Management team and collections process tower to surface operational feedback and address process gaps/issues. Advocate customer adoption of process changes and new platform offerings to improve billing and payment experience and provide customer feedback to Process and Product Management teams. Drive resolution on billing and payment problems by troubleshooting issues faced, understanding root cause and interfacing with Finance, Sales and Product teams on driving quick and efficient resolution.
Job description provided by Google.
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