Senior Manager, Billing & Payments

This is a fully remote position, open to applicants in Colorado, +2 more states.

📋 Description

• Drive customer adoption of Billing & Payments, including the go-live process for new customers and product integration.

• Develop the team, establish methodologies, and set standards for Billing & Payments implementations.

• Recruit, onboard, mentor, and nurture Billing Consultants; define expectations, oversee performance, and cultivate team culture.

• Collaborate with the broader Implementation team on enterprise projects from the initial kickoff to go-live, addressing methodology, staffing, capacity planning, quality standards, and outcomes.

• Lead or assist in complex and strategic implementations, serving as a financial operations expert in journal entry configuration, reporting needs, and reconciliation.

• Own the operational strategy for ECP's payment processing product, collaborating with Product, Engineering, and the payment processing partner on the payments roadmap.

• Manage comprehensive accounting integrations, including data flows, configuration requirements, and impacts on downstream financial reporting.

• Act as a trusted advisor and escalation point for Finance, Accounting, and Operations leaders through Zoom, email, phone communications, and occasional on-site visits.

• Manage escalations and resolve incidents related to billing issues that affect revenue accuracy, financial reporting, or customer trust.

• Define, monitor, and report on operational metrics such as time to go-live, implementation backlog, adoption rates, post-go-live ticket volume, escalations, and customer satisfaction.

• Collaborate with Sales on discovery, scoping, implementation packaging, fit criteria, and key product demonstrations.

• Convert implementation experiences into prioritized product requirements and business cases in conjunction with Product and Engineering.

• Oversee playbooks, templates, tools, documentation, customer records, and project status in CRM and project management systems.

• Report directly to the VP of Billing, Payments & Data and work closely with Product, Engineering, Customer Success, Sales, and Leadership.

⛳️ Requirements

• Over 6 years of combined experience in accounting, finance, billing, accounts receivable, financial operations, software implementation, customer success, or related areas.

• More than 2 years of experience in managing or leading a team, formally or informally, in implementation, professional services, finance operations, or a similar capacity.

• Proven experience working directly with customers on the implementation or support of complex billing, payments, ERP, or financial operations software.

• Familiarity with payment processes, including processing, settlement, and reconciliation.

• Strong understanding of billing and accounting principles: invoicing, credits, payments, AR aging, adjustments, journal entries, debits, credits, and reconciliations.

• Capability to analyze accounting and billing data, identify discrepancies, and troubleshoot issues across workflows, configurations, and financial reports.

• Excellent project management skills, including scope, timelines, risk management, capacity assessment, and cross-functional dependencies.

• Ability to establish structure and lead effectively in environments where processes and requirements are not fully defined.

• Proficient in communicating with customer-facing and internal executives, and influencing cross-functionally without direct authority.

• Comfortable collaborating with Product, Engineering, Customer Success, Support, Sales, and Operations teams.

• Willingness to travel up to 10-15% based on customer and business requirements.

• Bachelor's degree or equivalent experience.

• Preferred: Experience in building or scaling an implementation or professional services operation.

• Preferred: Experience in establishing and reporting on operational KPIs.

• Preferred: Familiarity with ERP or accounting systems such as QuickBooks, Sage Intacct, NetSuite, or similar.

• Preferred: Background in senior living, healthcare, fintech, ERP, or revenue cycle management.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Professional development opportunities and support for continuing education.

• Flexible working hours and remote work options.

• Generous paid time off and holiday schedule.