Manager, Contract Billing Escalations

Overview

At SolarWinds, Multi-Year Paid Annual (MYPA) Agreements represent a significant source of recurring subscription revenue. While Finance manages the annual billing process for these agreements, customer situations can arise that require commercial engagement beyond standard billing administration.

As Manager, Contract Billing Escalations, you will lead a team of Contract Billing Escalation Representatives responsible for managing escalated Year 2, Year 3, and subsequent annual billing opportunities where customers are unwilling or unable to issue Purchase Orders, dispute contractual obligations, request commercial concessions, or become non-responsive.

You will partner closely with Finance and cross-functional stakeholders to resolve complex customer situations, drive contractual compliance, protect recurring revenue, and support long-term customer retention.

Key Responsibilities

• Team Leadership & Development
  • Lead, coach, and develop a team of Contract Billing Escalation Representatives
  • Establish clear performance expectations, quality standards, and operational discipline
  • Conduct regular coaching sessions, case reviews, and performance discussions
  • Support onboarding and ongoing development of team members
  • Build a high-performing team capable of managing complex customer escalations with confidence, consistency, and sound commercial judgment
• Escalation & Opportunity Management
  • Oversee the team's management of escalated Year 2, Year 3, and subsequent annual billing opportunities associated with Multi-Year Paid Annual Agreements
  • Provide guidance on customer situations involving negotiations, disputes, contract objections, requests for commercial concessions, and non-responsive accounts
  • Serve as the management escalation point for complex or high-value customer situations
  • Partner closely with Finance to assume ownership of opportunities requiring commercial engagement beyond standard billing administration
  • Guide account-level resolution strategies that support fulfillment of contractual obligations while maintaining positive customer relationships
  • Balance contractual enforcement with customer relationship considerations to support long-term retention and future growth opportunities
  • Escalate material customer risks, contractual concerns, and commercial issues through the appropriate leadership channels
• Cross-Functional Collaboration
  • Partner with Finance, Sales, Customer Success, Renewals, Legal, Support, Order Management, and Revenue Operations teams to resolve complex customer situations
  • Participate in opportunity reviews and align stakeholders on resolution strategies and customer communication plans
  • Coordinate internal resources, approvals, and escalation paths required to support successful outcomes
  • Ensure clear ownership and accountability throughout the escalation lifecycle
• Operational Excellence
  • Monitor team performance, portfolio health, and aging escalations
  • Ensure accurate Salesforce documentation, account notes, and case tracking
  • Support forecasting and reporting of escalated opportunities and associated risks
  • Identify recurring customer objections, operational challenges, and process improvement opportunities
  • Drive consistent execution of escalation processes, approval controls, and best practices

Qualifications & Experience

Required

• Bachelor's degree or equivalent professional experience
• 5+ years of experience in Customer Success, Account Management, Revenue Operations, Renewals, Subscription Management, Sales Operations, Customer Retention, or related functions
• 2+ years of people leadership experience
• Experience managing customer escalations and complex commercial discussions
• Experience working with subscription contracts, billing schedules, renewal terms, and recurring revenue models
• Strong written and verbal communication skills
• Extensive experience working with Salesforce CRM
• Strong organizational, negotiation, and stakeholder management skills

Preferred

• Experience in SaaS and subscription-based businesses
• Experience leading teams focused on customer retention, renewals, revenue recovery, contract management, or commercial escalations
• Familiarity with ERP platforms such as NetSuite
• Experience partnering closely with Finance teams in a recurring revenue environment
• Additional language skills (Spanish, German, French, etc.)

Core Competencies

• People leadership and coaching
• Customer communication and objection handling
• Commercial judgment and professionalism
• Contract interpretation and negotiation
• Cross-functional collaboration
• Stakeholder management
• Attention to detail and operational discipline
• Analytical problem-solving

What Success Looks Like

• High recovery rates across escalated annual billing opportunities
• Reduced billing delays and revenue leakage associated with Multi-Year Paid Annual Agreements
• Resolution strategies that protect both recurring revenue and long-term customer relationships
• Strong partnership with Finance and effective collaboration across key stakeholder groups
• Accurate forecasting, documentation, and operational reporting
• Development of a high-performing team capable of managing complex commercial situations independently