DataBank

Manage end-to-end billing and collections processes for large enterprise accounts, ensuring accuracy, timeliness, and compliance. | Requires 5+ years in billing/collections, experience with large accounts, understanding of revenue components, and proficiency in Excel and billing systems. | DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank’s managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX. DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law. Role Overview The Senior Billing & Collections Specialist is responsible for the complete billing and collections lifecycle for DataBank’s largest and most complex customer portfolios. This role ensures accuracy, timeliness, and compliance across all billing events — from contract activation through invoice generation, reconciliation, dispute management, and collections. The ideal candidate has a strong command of large-scale billing operations, exceptional attention to detail, and has successfully navigated the complexities of accounts payable from some of the largest corporations in the world to ensure on time payment. The candidate has excellent cross functional communication and collaboration skills including working with Sales, Legal, Service Delivery, Systems Development, and Finance to improve processes or solve problems. This is a senior individual contributor position — focused on account ownership, problem-solving, communication, and driving continuous improvement for managing DataBank’s largest customer’s billing and accounts payable requirements that often will vary customer to customer. Key Responsibilities Billing Operations • Own end-to-end billing processes for assigned hyperscale or large enterprise accounts as assigned by management, ensuring accurate and timely invoicing for recurring, usage-based, and project-related services. • Audit and validate customer account data, billing terms, and service details prior to invoicing. Review and validate all invoices prior to release to ensure adherence to internal controls and audit requirements. • Understand and manage master service agreement and service order contractual information/data to ensure compliance to contract. • Reconcile discrepancies between order data, contract terms, and installed services; collaborate with cross-functional teams to resolve discrepancies. • Calculate and process credit memo adjustments, e.g. SLA credits, and Early Termination Fees (ETFs) in compliance with company processes and policy in a timely manner. • Partner with Service Delivery, Sales Operations, and IT to identify and correct data integrity issues impacting billing automation. • Manage and validate submission of all invoices and credit memos, i.e. transactions, as per customer requirements. Monitor for status updates related to submitted transactions. Collections & Account Management • Manage the collections process for assigned accounts, ensuring on time payment along with rapid and proactive resolution of billing issues. • Monitor account aging and payment trends; identify potential risks and escalate unresolved items to leadership when appropriate. • Serve as the primary contact for customer finance and AP teams, maintaining professional, solution-oriented communication to resolve short pays, disputed balances, or delayed payments. • Document all collection activities, correspondence, and account updates in the billing or CRM system accurately and promptly. Other Responsibilities • Act as a subject-matter expert for assigned accounts, coordinating with internal stakeholders (Sales, Legal, Service Delivery, and Finance Leadership) to resolve complex billing or contractual issues. • Support process standardization and automation initiatives for improvements by providing feedback on data flow, validation rules, and exception handling specific to hyperscale account needs and requirements. • Participate in system automation projects including defining requirements and/or testing as required to ensure alignment with the efficiencies and quality required to handle DataBank’s largest assigned customers. • Identify and communicate root causes of recurring issues; partner with leadership to recommend and implement sustainable solutions. • Track key metrics such as billing accuracy, dispute rates, payment timing relative to payment terms, and provide insight into trends and process improvement opportunities to leadership. • Support internal and external audits related to assigned accounts including organizing records that are necessary in order to minimize impact of documentation requests. • Maintain current, accurate process documentation for management of large-scale customers including customer specific requirements as part of said processes. Qualifications • Bachelor’s degree, preferably in Accounting, Finance, or Business Administration (or equivalent work experience). • 5+ years of progressive experience in billing and/or collections, ideally within telecom, data center management, colocation services, or managed services industries. • Proven experience managing large-scale, high-revenue, high-visibility accounts with complex billing structures. Experience with publicly traded customers preferred. • Strong understanding of revenue components, contract terms, order-to-cash, and billing reconciliations. Must be able to read and interpret contract terms and applicable. • Intermediate to advanced proficiency in Microsoft Excel. Experience with NetSuite and/or Epicor preferred. • Exceptional attention to detail, analytical skills, and problem-solving abilities. • Strong written and verbal communication skills with a professional, customer-focused approach. • Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment. Benefits • Health, Dental, and Vision Insurance • Short-Term and Long-Term Disability • Life Insurance • 401(k) with Company Match • Paid Time Off and Holidays

Provide first point of contact support for monitoring and maintaining server and network infrastructure, troubleshooting incidents, and supporting customer requests. | 2+ years in IT, experience with Windows/Linux, customer support, Active Directory, VMware, and network monitoring tools. | DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBanks managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX. DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law. The Technical Support Engineer I is a member of the Tier 1 Technical Support team in the Managed Services department and reports to the Manager of Support Operations. This position will provide first point of contact support for monitoring and maintaining a diverse server and network infrastructure to meet and exceed the SLA requirements of the company and our customers. The role of a Technical Support Engineer is to monitor and react to custom alarms, customer portal tickets and inbound calls to the call center. As the Technical Support Engineer, I will facilitate timely resolution of alarms and incident tickets through basic and advanced troubleshooting methodologies and through standard operating procedures and using a wide array of technologies. The goal of the Technical Support Engineer I is to respond to alarms and deliver a Return to Service (RTS), as well as provide value-added support by reviewing and monitoring alarms and tickets for Change and Problem Management activities. The ideal candidate will be self-motivated, have a customer focused personality, a strong inner drive for continuous improvement, a sense of urgency, and a willingness to learn about new technologies. Communication and ownership of problems is integral to the Support team. The Technical Support Engineer I role works closely with the Technical Support Engineers on the Tier 2 and the Tier 3 teams. The support team is central to the on-boarding of exciting new platforms and technologies. We are looking for a creative and versatile individual that is passionate about providing World Class Customer Support. Responsibilities: Provide prompt support for all incidents that are raised by customers via the DataBank portal or by phone. Will serve as first point of contact for all customer calls and portal submitted issues. Provide prompt support for all incidents that are raised by customers via the DataBank portal or by phone. Monitor and respond to alarms for DataBanks internal & customer systems. Fulfill service requests for account creations and modifications to include Portal accounts, Windows and Linux accounts, email, VPN, DUO, and FTP Adjust resources for IaaS and PaaS customers to include RAM, CPU, and disk space to meet the customers requirements. Perform DNS creation and modifications. Perform ticket escalations to the various IT teams within DataBank. Technical support to replicate and troubleshoot Windows and Linux server-side issues. Fulfill service requests for IaaS and PaaS customers to include Add/Remove/Change of systems resources. Coordinate and schedule tasks and customer maintenance activities Other duties as assigned. Qualifications: 2+ years working in the Information technology field. 1-2 years of Windows and/or Linux network administration 1-2 years of customer support experience Experience working with Active Directory groups, users and policies. Working knowledge of VMware vSphere and vCenter Administration is required. Experience with network monitoring tools (ex: HP Zabbix, Science Logic, SolarWinds, Nagios) Understanding of authentication mechanisms to include multi-Factor authentication (MFA) Fundamental understanding of the OSI model Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities. Excellent communication skills and the ability and willingness to learn new technologies and skills. Analytical and detail oriented, able to prioritize, execute and meet deadlines. Ability to accomplish tasks with minimal supervision. Benefits • Health, Dental, Vision packages • Short-Term and Long-Term Disability Insurance • Life Insurance • 401k matched by company • Paid Time Off and Holidays Brand: DataBank Address: 400 S Akard Street Dallas, TX - 75202 Property Description: DFW1 - Akard St - Dallas TX Property Number: DFW1

Optimize pricing strategies, analyze sales deal profitability, manage product catalog, create sales enablement materials, develop business intelligence reports, and support sales and finance teams. | Bachelor's degree plus 3-5 years of experience in business operations or financial analysis in technology or cloud services, proficiency in data analysis tools, CRM and ERP systems, understanding of cloud infrastructure, and strong communication and project management skills. | DataBank is a leading service provider of enterprise-class Infrastructure-as-a-Service (IaaS) solutions aimed at providing 100% uptime and customer data, applications, and equipment availability. DataBank's managed data center services are built around world-class facilities, multi-homed Internet access hubs, and enterprise-grade storage and compute infrastructure. We provide a redundant managed colocation environment for companies wishing to outsource their entire IT infrastructure, consisting of space, power, network transport, cloud hosting, and managed services. As a Business Operations Analyst reporting to the VP of Platform and Business Operations, you will serve as a critical liaison between sales, finance, product management, and technical teams to optimize revenue operations and drive business growth. Your core responsibilities include pricing analysis and optimization, sales deal profitability review, product catalog management, and maintenance of sales enablement documentation for our cloud hosting and managed services portfolio. You will leverage data analytics and business intelligence to provide actionable insights that improve operational efficiency, support strategic decision-making, and enhance the customer experience across DataBank's managed service offerings. You will collaborate with cross-functional teams including Sales, Finance, Product Management, Marketing, and Cloud Operations to ensure our pricing strategies are competitive, our sales processes are efficient, and our product offerings are clearly articulated and profitable. This role requires strong analytical skills, technical acumen to understand cloud infrastructure services, and the ability to translate complex technical concepts into business-friendly documentation and presentations. You will be responsible for maintaining and optimizing our product catalog, conducting financial analysis on deals and product lines, and creating materials that enable our sales team to effectively communicate DataBank's value proposition to prospects and customers. Responsibilities • Conduct comprehensive pricing analysis for cloud hosting and managed services, including competitive benchmarking, cost modeling, and profitability assessments to optimize pricing strategies, establish margin targets, and develop creative pricing solutions that balance customer needs with pricing policies. • Review and analyze sales deal profitability and pipeline performance, working closely with Sales, Finance, and leadership to evaluate deal structures, perform quote and order form reviews, ensure compliance with pricing guidelines, and provide recommendations for deal optimization and margin improvement. • Manage and maintain the product catalog for all cloud hosting and managed services offerings, ensuring accurate pricing, feature descriptions, technical specifications, and go-to-market positioning. • Work with marketing to create and maintain sales enablement documentation including product datasheets, competitive comparison guides, technical FAQ documents, and sales training materials. • Develop and maintain business intelligence dashboards and reports to track key performance indicators including pricing effectiveness, deal profitability, product performance, sales pipeline analysis, forecasting accuracy, and lead conversion metrics. • Support the sales organization with custom pricing analysis, RFP responses, deal structuring guidance for complex opportunities, and sales capacity planning to optimize territory and resource allocation. • Collaborate with Finance and leadership to ensure accurate cost allocation models, margin analysis across all service offerings, and streamlined quote-to-cash processes including order form review and approval workflows. • Lead cross-functional projects to implement pricing changes, launch new products, and optimize sales processes. • Maintain documentation of pricing policies, approval workflows, deal desk procedures, and business processes to ensure compliance, consistency, and efficient quote-to-cash operations. • Provide analytical support for strategic initiatives including market expansion, new product launches, and partnership evaluations. • Monitor industry trends and best practices in cloud services pricing and business operations to inform continuous improvement efforts. Qualifications • Bachelor's Degree in Business Administration, Finance, Economics, or related field preferred. Equivalent work experience in business operations or financial analysis may be considered. • 3-5 years of experience in business operations, pricing analysis, financial analysis, or sales operations, preferably in technology, cloud services, or data center industries. • Strong proficiency in data analysis tools including Excel (advanced functions, pivot tables, modeling), SQL for database queries, and business intelligence platforms (Tableau, Power BI, or similar). • Experience with CRM systems (Salesforce preferred), ERP systems, CPQ (Configure, Price, Quote) platforms, and deal desk operations including quote review and approval processes. • Understanding of cloud computing concepts including IaaS, virtualization, storage, networking, and managed services. • Demonstrated experience in financial modeling, pricing strategy development, profitability analysis, and pipeline/funnel analysis with focus on forecasting accuracy and margin optimization. • Experience creating professional documentation, presentations, and sales collateral. • Other Requirements • Strong analytical and critical thinking skills with attention to detail and accuracy in data analysis and financial modeling. • Excellent written and verbal communication skills with the ability to present complex information clearly to both technical and non-technical audiences. • Ability to work collaboratively across multiple departments and manage competing priorities in a fast-paced environment. • Project management skills with experience leading cross-functional initiatives and meeting deadlines. • Proactive problem-solving approach with the ability to identify opportunities for process improvement and operational efficiency. • Basic understanding of data center operations, cloud infrastructure, and managed services business models. • Proficiency in Microsoft Office Suite, Google Workspace, and cloud-based collaboration tools. • Strong organizational skills with the ability to manage multiple projects simultaneously. • Customer-focused mindset with understanding of B2B sales processes and customer success metrics. • Legal authorization to work in the U.S. is required. Benefits • Health, Vision, and Dental Insurance Packages • Short-Term and Long-Term Disability Insurance • Life Insurance • 401k with company match • 3 weeks' Paid Time Off and Paid Holiday