Manager, Contract and Billing

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Lead a newly formed team of 3 to 4 Contract and Billing Resolution Specialists.

• Recruit, onboard, mentor, and nurture the development of team members.

• Establish a repeatable and scalable contract and billing resolution process.

• Develop the playbook, intake and routing procedures, system of record, metrics, and reporting mechanisms.

• Design and implement case management using tools such as Zendesk, Salesforce, or Jira.

• Ensure all billing, concession, and cancellation requests are documented and appropriately routed.

• Act as the escalation point for complex, sensitive, or high-value cases.

• Define transitions, ownership, and service levels among Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal teams.

• Set standards for corrections, concessions, returns, reprocessing, and amendments to contracts.

• Create reports on volume, resolution times, recurring errors, concession amounts, and renewal risks.

• Identify root causes and provide monthly reports to process and system owners.

• Collaborate with Support, Finance, Sales Ops, and Product teams on billing enhancements.

• Utilize AI to organize case timelines and draft summaries while ensuring human approval remains essential.

• Advocate for and integrate Samsara’s operational principles.

⛳️ Requirements

• Over 7 years of experience in sales operations, deal desk, contracts, billing operations, order to cash, revenue operations, or a comparable finance and operations role.

• More than 2 years of experience in a managerial position.

• Proven experience in building a team or function from the ground up, or leading a significant reorganization.

• Extensive working knowledge of either the quote-to-contract process or the billing process.

• Experience in establishing or greatly enhancing a case management, ticketing, or request-routing system.

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

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

• Proven track record of achieving results across Sales, Finance, and Operations teams.

• Proficient in customer-facing communication and crafting executive-ready written summaries.

• Strong skills in priority management, high emotional intelligence, and ability to navigate ambiguity.

• Familiarity with Salesforce, NetSuite, and CPQ tools is preferred.

• Knowledge of Zendesk, Gainsight, and Sweethawk is preferred.

• Background in Customer Success, Support, or account management is preferred.

• Experience in creating dashboards, service levels, or root-cause analysis reports is preferred.

• Exposure to subscription or hardware-plus-subscription billing is preferred.

• Experience utilizing AI tools to enhance efficiency and outcomes is preferred.

🏝️ Benefits

• Performance-based bonus/variable pay.

• Equity opportunities for eligible roles.

• Flexible, employee-driven remote work model.

• Professional development stipend.

• Comprehensive health insurance plans.

• Parental leave programs.

• Above-market total compensation potential.

• Flexible working arrangements.

• Equal employment opportunity and reasonable accommodations.