Job Title

Job Title: Customer Account Analyst Company: Altea Healthcare/Aarista Technologies Location: This role requires working onsite at our Burnaby, BC office four days per week , with one day per week working from home. (Hybrid) Compensation: $60-75k CAD Job Summary The Customer Account Analyst is responsible for managing and analyzing customer billing activities, resolving invoice-related inquiries, and ensuring accurate and timely reporting. This role serves as a key point of contact for billing and general account-related matters, working closely with account owners to support effective customer account management. The analyst plays a critical role in monitoring account health, proactively addressing customer concerns, and driving timely issue resolution while fostering strong, trusted customer relationships. Through regular customer communications and scheduled calls, the Account Analyst helps ensure a high level of customer satisfaction and delivers consistently positive customer experience. Key Responsibilities Manage end-to-end customer billing and invoice processes, ensuring accuracy, timeliness, and compliance with contractual terms Serve as the primary point of contact for billing-related inquiries, driving timely and effective issue resolution Investigate, analyze, and resolve invoice discrepancies and billing complaints in a professional manner Validate and review billing data and customer reports to ensure accuracy and alignment with agreements Analyze billing trends and customer data to identify anomalies, risks, and improvement opportunities Partner with customers to clarify billing questions, explain charges, and provide solutions Conduct regular customer calls/check-ins to address concerns, provide updates, and ensure overall satisfaction Provide clear, timely, and professional communication on issue status and resolutions Proactively follow up to ensure all billing and non-billing issues are fully resolved Support customer accounts in collaboration with account owners/manager Build and maintain strong customer relationships to support overall account satisfaction Monitor customer accounts for risks, billing inconsistencies, and unresolved issues Ensure timely follow-ups on all customer inquiries and action items Maintain accurate records of billing activities, adjustments, and resolutions Coordinate with internal teams (Finance, Implementation, Customer Success, Support) to resolve issues efficiently Collect customer feedback and identify opportunities to improve billing processes and customer experience Escalate complex or sensitive issues appropriately while keeping customers informed Recommend improvements to billing accuracy, processes, and overall customer experience Qualifications & Skills Bachelors degree in business administration, Commerce, Data Analytics, or a related field 2+ years of experience in customer success, account management, billing operations, or business operations roles Proven ability to manage customer relationships and act as a reliable point of contact for account-related issues Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and investigate discrepancies Experience working with customer data, usage metrics, or financial/billing information Ability to navigate and resolve ambiguous or cross-functional issues, coordinating across multiple teams Excellent verbal and written communication skills, with the ability to explain complex or technical topics clearly to customers Proficiency in Microsoft Excel (e.g., data analysis, reconciliation, reporting) and standard business tools (Outlook, Teams) Experience with data management, CRM, or workflow tools (e.g., Airtable or similar platforms) Familiarity with SQL and/or Power BI for data analysis and reporting is considered an asset Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously High attention to detail while maintaining awareness of broader account-level impact Process-oriented mindset with a focus on continuous improvement, efficiency, and automation Self-starter with a strong sense of ownership, accountability, and customer empathy Comfortable working in a fast-paced, evolving environment Preferred Attributes Strong customer service mindset Ability to explain technical or billing issues in a clear, simple manner Proactive approach to identifying and resolving issues Comfortable working with data, reports, and evolving tools/technologies