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.
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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
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2. 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
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3. Stakeholder & Escalation Management
• Serve as the primary escalation point for:
o Complex customer issues
o Contract discrepancies
o Cross-functional blockers
• Partner closely with Sales, Renewals, and Finance teams
• Enable smooth handoffs between pre-billing and order execution teams
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4. 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
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5. 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
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Qualifications & Experience
Required
• Bachelor’s degree or equivalent professional experience
• 6–9 years of experience in:
o Order Management
o Contract Operations
o Billing Operations
o 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
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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
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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