Job Description
Title: Account Services Representative
Location: United States – Remote
For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.
With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.
Position Summary:
Account Services representative serves as a primary Finance business partner to support our internal groups and customers as it pertains to financial transactions. This role requires daily interactions with various business partners and high degree of professionalism is essential. You are a subscription management subject matter expert, and you are responsible for billing data analysis, reconciliation, and execute corrections. Quality driven with high focus on accuracy and ability to compile information, analyze data and make sound decisions.
Responsibilities:
- Maintain a portfolio of customers within Finance queue.
- Conduct Case Analysis to determine action plan and ensure compliance. Review and interpret MSA terms and conditions and apply changes in accordance with customer contractual obligation.
- Specific focus on large accounts that require multiple layers of data analysis requiring a high degree of accuracy, a clear understanding of transactional changes that may have affected subscriptions (such as P&P Migration) and presenting data clearly to key stakeholders.
- Prepare reports to analyze account subscriptions and perform complex account reconciliations. Process financial transactions in both SFDC and NetSuite.
- Manage billing disputes, process subscription corrections, perform product cancellations, customer subscription termination and all related subscription billing changes.
- Prepare credit analysis for Management approval in accordance with company policy, issue credit memos, process Re-Bills and deliver to customer.
- Run monthly reporting to capture billing anomalies and process adjustments.
- Effectively communicate with business partners to facilitate various aspects of the subscription management process and changes.
- Manage customer-initiated requests received through Account Services mailbox and voicemail while consulting with internal key partners.
- Perform ad hoc analysis and corrections and provide meaningful explanation of variances in support of SSoT.
- Actively collaborate with Finance partners contributing to department wide projects.
- Drive continuous improvement to streamline processes and improve communication and flow of information to the business partners.
- Support annual financial audits.
Qualifications:
- A minimum of 2-3 years’ experience in a combination of finance and operational environment, process improvement, financial analysis or other roles that focus on root cause analysis and controls.
- Knowledge of subscription-based billing model in SaaS based environment is a plus.
- Strong understanding of Quote-to-Cash meaning products, pricing, discounting, quoting, booking, order fulfillment, MSA, billing, amendments, and renewals.
- Candidates must demonstrate a combination of academic aptitude, problem solving, strategic and critical thinking, and strong written and oral communications skills.
- You have intellectual curiosity that drives you to look further, broader, deeper into root causes of issues.
- Strong analytical and organizational skills. Comfortable with large volumes of complex data from various source systems and presenting findings to senior management.
- Strong worth ethic with the ability to manage tight deadlines, prioritize workload and achieve effective results in a fast-paced, dynamic, ever-growing environment.
- Conduct research and analysis into issues and questions raised by leadership to inform decision-making.
- Ability and consistent exercise of understanding and appreciation of the Big Picture while executing changes in line with process and procedures.
- Ability to manage multiple cases and projects at once.
- Advanced Microsoft Office and Power Point skills.
- Knowledge of Salesforce or similar ERP system an asset.