- Manage Contact Center billing team of four, responsible for complete end to end billing process in excess of 20M MRR- Perform lead functions for direct reports; managing schedules, performance reviews and daily case review- Provide detailed training/product assistance as Contact Center SME, both internally within billing, and across CSM, AE, Collections teams- Assist with dispute escalations; emphasis on Majors/Enterprise accounts- Proactively identify and implement operational improvements and enhancements for existing Contact Center billing system; drafting BRDs, presenting business impact/need to leadership, guidance to IT on billing practices, UAT- Utilize reporting tools in Salesforce, NetSuite, and Tableau to create detailed analysis on billing to identify points of improvement, discrepancy, and risk

- Work with Majors and Enterprise sales teams, Deals Desk, and Legal to structure and format prospective 100k+ ARR deals- Assist Finance leadership (Revenue/FP&A/Billing) with the review of sales opportunities, contracts and non-standard transactions requiring Director level sign off- Provide creative solutions to operationalize essential customer needs that fall outside of current billing system functionality

- Emphasis on resolving complex disputes for Majors/Enterprise customers (100k+ ARR)- Proactively identify and implement operational improvements, enhancements, and system customizations that meet business requirements; propose automation of billing functions in NetSuite- Provide training and support to rapidly growing domestic and international billing teams; travel as needed to present detailed walk through billing process and best practices

- Work with efficiency and precision in a fast paced, SaaS environment- Process customer billings (recurring, one-time, professional services, and usage) and verify the accuracy, completeness, and timeliness of invoices- Submit requests for credits to adjust billing or making any adjustments to A/R- Provide urgent support to Finance/Revenue to meet close deadlines and requirements monthly- Assist with quarter-end audit requests- Resolve discrepancies in billing; including external dispute management, both through email and phone- Assist collections with 30/60/90+ past due invoices- Assist in identifying process improvements and provide guidance to leadership- Utilize important Finance Operations systems including; Salesforce, NetSuite, Excel, JIRA

- Receive, process, and invoice patient medical insurance providers- Register/log all customer co-pays; forecast expected payments for month based on schedule- Resolve discrepancies in billing/disputes with medical insurance