Program Manager, Billing and Operations


March 4, 2021

Boston, MA, US

The Team:
This role works as a member of the Customer Success team who proactively drive adoption across our existing customer base through on-boarding and customer education. You’ll advocate for the customer internally and continue to build out processes that ensure a positive billing experience for our customers.
The Opportunity:
As Program Manager - Billing & Operations, you’ll work side-by-side with our passionate Customer Success team to build out streamlined processes that will handle all customer billing queries. You’ll partner heavily with our Customer Success Managers and leaders, while also driving cross-functional collaboration with our Finance and Sales Ops teams on processes and reporting. You will identify improvements, and keep close to customers and their requests. Through your work, our CSMs will have a clear view into billing and usage for all customers.
You Will:
  • Build processes to provide best-in-class support when our customers have billing questions
  • Act as point of contact for all aspects and programs related to customer billing
  • Work closely with our Finance and Sales operations teams to refine tooling & reporting around billing
  • Coordinate with billing specialists to ensure deliverables to the wider Customer Success teams are useful and useable
  • Templatize common customer requests and work with the relevant teams to build out on the app +/or processes internally
  • Determine appropriate timelines around which products can be billed and when
  • Work with Customer Success, Finance and Product teams to ensure tasks are live in Salesforce on time for all impacted customers
  • Streamline current processes around billing for new products

You Are:

  • Experienced in 2+ years working with large volumes of data and providing first class customer service
  • Ready to lead the creation and implementation of new processes around billing, while refining those currently in place
  • A strategic thinker, problem-focused and efficiency oriented with a sense of urgency
  • Able to anticipate challenges and provide solutions on time, mobilising resources cross-functionally to drive results
  • Comfortable with creating a reporting cadence, that delivers key insights back to your line of business
  • Excited by working in an ever-evolving and fluid solution focused environment
  • Driven by the ability to make a visible impact with your work
  • A strong communicator with excellent attention to detail

Why You Should Apply:
  • Continuous career development and pathing opportunities
  • Best in class onboarding
  • Internal mentor and buddy program cross-departmentally
  • New hire stock equity (RSUs) and employee stock purchase plan
  • Generous and competitive benefits
  • Friendly and inclusive workplace culture

About Datadog:
Datadog is the monitoring and security platform for cloud applications. Our SaaS product is used by organizations of all sizes across a wide range of industries to enable digital transformation, cloud migration, and infrastructure monitoring of our customers’ entire technology stack, allowing for seamless collaboration and problem-solving among Dev, Ops and Security teams globally. Given the resilience of cloud technologies and importance placed today in digital operations and agility, Datadog continues to innovate and is well positioned for the long term.
Equal Opportunity at Datadog:
Datadog is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
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