GridX, Inc.

Technical Customer Success

• Maintain and lead daily billing tasks across multiple customers and related customer support requests
• Work directly with clients to meet operational SLAs, respond to complex technical issues, resolve billing exceptions, and troubleshoot API issues
• Check billing production workflows at 6:00 a.m. ET each weekday and partner with DevOps to diagnose and resolve issues
• Participate in a weekend on-call rotation from Friday 8:00 p.m. to Sunday 8:00 p.m. ET, approximately once every five weeks
• Manage and deliver accurate, timely month-end client reports
• Coordinate annual rate updates
• Plan and execute testing for rate updates and Professional Services projects
• Lead weekly live client calls, review service performance, resolve operational issues, assign and track action items, and drive follow-through
• Develop technical and business understanding of GridX products and resolve product-related inquiries
• Capture client feature requests and log tickets for the Product team
• Improve operational processes and best practices
• Support customers and internal teams with software setup and product questions using CRM, ticketing, and monitoring platforms
• Manage Professional Services projects from planning through completion, including project plans, client project calls, ticket tracking, and internal team coordination
• Report to the Director of Technical Support

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Technical Support Manager, Billing