Manager, Contract Billing Team (NA)

About the Role

The Manager, Contract Billing Team leads a team responsible for ensuring billing readiness and PO collection for existing multi-year software subscription contracts, with a primary focus on Year 2 and Year 3 renewals.

This role owns the end-to-end operational performance of customer contract preparation, collaborating closely with Sales, Renewals, Finance, Order Management, and Systems teams to protect recurring revenue, improve billing accuracy, and scale repeatable processes.

Key Responsibilities

1. Team Leadership & Performance Management

• Lead, coach, and develop a team of Customer Contract Representatives
• Set clear expectations, performance goals, and service-level standards
• Conduct regular performance reviews, coaching sessions, and skill development plans
• Ensure consistent execution of customer outreach, PO collection, and contract validation activities

1. Operational Ownership & Billing Readiness

• Own overall Year 2/3 billing readiness outcomes and on-time billing performance
• Monitor pipeline health, PO collection status, and readiness metrics
• Identify and mitigate systemic revenue risks before billing cycles
• Ensure accurate and compliant preparation for downstream invoicing and reporting

1. Stakeholder & Escalation Management

• Serve as the primary escalation point for:
• Complex customer issues
• Contract discrepancies
• Cross-functional blockers
• Partner closely with Sales, Renewals, and Finance teams
• Enable smooth handoffs between pre-billing and order execution teams

1. Process Optimization & Continuous Improvement

• Analyze trends in billing delays, PO gaps, and contract errors
• Drive process improvements to reduce cycle times and manual effort
• Define and document standard operating procedures (SOPs)
• Support automation and system enhancement initiatives in Salesforce and ERP tools

1. Data Integrity, Reporting & Compliance

• Ensure high data accuracy across Salesforce contracts and billing opportunities
• Own operational reporting around readiness, risk, and team performance
• Support audit, compliance, and internal control requirements
• Partner with leadership on forecasting insights and operational reviews

Qualifications & Experience

Required

• Bachelor's degree or equivalent professional experience
• 6-9 years of experience in:
• Order Management
• Contract Operations
• Billing Operations
• Renewals or Sales Operations
• 2-3 years of people management experience
• Strong working knowledge of Salesforce ERP experience preferred
• Proven experience leading customer-facing operational teams
• Excellent written and verbal English communication skills

Preferred

• SaaS or subscription-based business experience
• Experience operating in a global or regional shared services environment
• Familiarity with NetSuite or similar ERP platforms
• Process improvement or operational excellence background

Core Competencies

• Strong leadership and coaching capability
• Ownership mindset with accountability for outcomes
• Operational rigor and data-driven decision-making
• Customer-centric escalation management
• Effective cross-functional influence
• Ability to balance execution with strategic improvement

What Success Looks Like

• High on-time Year 2/3 billing and PO collection performance
• Reduced billing delays and revenue leakage
• Consistent execution across the team
• Strong trust and partnership with Sales, Renewals, and Finance
• Scalable, documented, and repeatable contract readiness processes