Contract and Billing Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of intricate billing and contract issues for Mid-Market and Commercial accounts from the initial report to confirmed resolution.

• Keep customers updated in clear terms, including information regarding delinquent or suspended accounts.

• Reconstruct timelines of billing errors across contracts, order forms, ownership transitions, reprocessing, and invoicing.

• Differentiate between Samsara errors and concessions, returns, reprocessing, and contract amendments.

• Collaborate with Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal to implement solutions.

• Assess and prepare concession requests, which include root-cause summaries, recommendations, risk evaluations, approvals, and credit confirmations.

• Assist with cancellation, return, and ETF exceptions by verifying eligibility and processing authorized outcomes.

• Document and direct billing, concession, and cancellation inquiries from Slack, email, or Gainsight.

• Mentor CSMs and AEs on comprehensive requests.

• Identify root causes, recognize systemic issues, and provide monthly reports.

• Continue efforts for billing improvement in collaboration with Support, Finance, and Product teams.

• Detect billing issues that could jeopardize renewals.

• Advocate for and integrate Samsara's operating principles.

⛳️ Requirements

• Minimum of 4 years of experience in billing operations, order to cash, revenue operations, deal desk, contracts, or a comparable finance and operations position.

• Excellent priority management skills and high emotional intelligence.

• Strong analytical abilities across CRM, billing, and contract systems.

• Solid financial judgment regarding credits, concessions, reprocessing, and refunds.

• Effective customer-facing communication and ability to create concise written summaries.

• Capability to achieve results across teams without formal authority and meet approval-process deadlines.

• Knowledge of order forms, amendments, terms, and their integration into billing.

• Adaptability to ambiguity and incomplete precedents.

• Meticulous case management skills.

• Diplomacy, tact, and composure when under pressure.

• Familiarity with Salesforce, NetSuite, or similar ERP and CPQ tools.

• Experience with Zendesk, Gainsight, and Sweethawk.

• Proven track record of managing escalated or high-value billing disputes.

• Background in Customer Success, Support, or account management with a focus on customer-facing financial or contract responsibilities.

• Experience in developing or enhancing billing dispute processes.

• Exposure to subscription-based or hardware-plus-subscription billing models.

• Proficiency in utilizing AI tools to enhance efficiency and outcomes.

🏝️ Benefits

• Performance-based bonus/variable pay.

• Equity options for eligible positions.

• Flexible, employee-driven remote working model.

• Professional development stipend.

• Comprehensive health care plans.

• Parental leave benefits.

• Adaptable working arrangements.

• Remote work support available.

• Office spaces accessible for employees who prefer in-person work.

• Commitment to equal opportunity and reasonable accommodations.