Contract Billing Escalation Representative

At Solarwinds, you will be part of a specialized escalation team responsible for protecting recurring revenue tied to multi-year paid annually software subscription agreements.

As a Contract Billing Escalation Representative, you will manage escalated Year 2 and Year 3 billing opportunities where customers are unwilling or unable to issue Purchase Orders, dispute contractual billing obligations, or have become non-responsive during the annual billing process.

This role serves as the escalation point for the Contract Billing organization, partnering closely with Finance, Sales, Customer Success, Legal and other stakeholders to resolve customer issues, support contractual compliance, and minimize revenue risk.

Key Responsibilities

• Customer Escalation & Revenue Protection
  • Manage escalated billing opportunities identified as revenue risk
  • Engage customers regarding PO delays, non-responsiveness, billing disputes, or contract objections
  • Lead professional customer discussions focused on resolving billing blockers and securing fulfillment of contractual obligations
  • Reinforce contract terms, billing schedules, and termination clauses where applicable
  • Coordinate internally where exceptions, approvals, or additional commercial support are required to help reduce time to resolution for escalated cases
  • Maintain a structured follow-up cadence to drive timely customer resolution
• Opportunity & Contract Management
  • Review subscription agreements, service contracts, billing schedules, customer correspondence, and account history
  • Maintain accurate escalation tracking, account notes, and documentation within Salesforce
  • Ensure approved exceptions or contract updates are properly documented and reflected in systems
  • Monitor escalated opportunities and proactively communicate billing risks, aging items, and status updates to leadership
  • Maintain clear handoff notes when ownership transitions to Sales/Renewals.
• Cross-Functional Collaboration
  • Partner closely with Support, Renewals, Sales, Customer Success, Finance, Legal, and Order Management teams to resolve complex customer situations
  • Align internally on customer communication strategies and escalation paths
  • Identify recurring customer objections, process gaps, or operational risks and recommend improvements
  • Contribute to development of scalable escalation processes and best practices - Escalate high exposure cases through the appropriate leadership channels with a clear summary of risk, customer position, and recommended next step.

Qualifications & Experience

Required

• Bachelor’s degree or equivalent professional experience
• 3+ years’ experience in Customer Retention, Sales Operations, Subscription Management, Account Management, or similar functions
• Experience managing customer escalations and difficult commercial conversations
• Strong written and verbal English communication skills
• Experience working with Salesforce CRM
• Strong organizational, negotiation, and stakeholder management skills
• Experience interpreting subscription contracts, billing schedules, renewal terms, and commercial exceptions in a SaaS or recurring revenue environment.

Preferred

• Experience in SaaS and subscription-based businesses
• Familiarity with ERP systems such as NetSuite
• Additional language skills (Spanish, German, French, etc.)

Core Competencies

• Customer communication and objection handling
• Commercial judgment and professionalism
• Cross-functional collaboration
• Attention to detail and operational discipline
• Ability to manage multiple high-priority situations simultaneously
• Consistent use of escalation criteria, approval controls, and handoff discipline.
• High-quality case documentation with clear risk classification, ownership, and next-step visibility.

What Success Looks Like

• High recovery rate of at-risk billing opportunities
• Reduced revenue leakage and billing delays
• Accurate Salesforce documentation and forecasting
• Strong collaboration across Finance, Sales, and Customer Success teams
• Contribution to scalable escalation and revenue protection processes