Order-to-Cash Manager, Finance Operations, AWS Public Service & Federal Customers

AWS Order-to-Cash (O2C) supports global customers by helping them understand our order-to-cash cycle, and ensuring their experience with AWS meets their business needs. We help with complex account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.

As an AWS O2C Manager, you will support the government and nonprofit communities customers to identify and resolve billing issues, collect on past due balances, post cash and report on your teams performance on a daily, weekly and monthly basis.

A successful individual will be very self-motivated-someone who can recognize how processes can improve and effectively implement positive changes. The candidate must also be able to build strong cross-group working relationships and demonstrate exceptional organizational skills and attention to detail. By working together on behalf of our customers, we are building the future one innovative product, service, and idea at a time. Are you ready to embrace the challenge? Come build the future with us.

Key job responsibilities:

• Understanding the AWS billing processes to provide guidance to customers, identifying defects and driving resolutions upstream of AR.
• Managing a portfolio of customer receivables and working to maximize AWS cash flow by solving customer payment issues.
• Preparing insightful and actionable reports for the receivables management team.
• Full cycle of accounts receivable past due balances, including: research, analysis and reconciliation.
• Managing and resolving invoice discrepancies to ensure timely and accurate receivables.
• Managing internal and external Accounts receivable inquiries.
• Maintaining customer relationships by responding timely and accurately to both internal (company) and external (vendor directly) questions and requests for information.
• Directly interacting with a wide variety of public sector accounts and building strong relationships and understanding the procure-to-pay cycles of our customers.
• Understanding the AWS billing processes to provide guidance to customers, identifying defects and driving resolutions upstream of AR.
• Developing policies, procedures and processes with internal support teams, then implementing and enforcing globally (continuous improvement cycle).

In addition, your responsibilities will include, but will not be limited to, the following:

• Performing deep dive analysis for AWS customer contacts to gather lessons learned, and then uses that information to create or improve policies, procedures, and best practice reference materials.
• Working with customer support peers around the globe to ensure a consistent and high-quality level of support.
• Acting as the Voice of the Customer for our AWS top tier customers and Sales Teams, reporting and acting on observed areas for improvement.
• Actively seeking solutions to customer and sales needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.
• Understand the end to end O2C cycle and help the team meet or exceed the collections & cash applications monthly goal.
• Create and update the standard operating procedures needed for successfully running the business.
• Own the metric and report on metric performance, produce root cause analysis and establish tenets to improve month over month performance.
• Strive to be Earths Best Employer, be responsible for providing a great learning experience for our team members.
• Work with the internal stake holders to implement controls and compliance processes that are best in class.