Sr. Customer Billing & Renewal Specialist

Job Summary: We are seeking a detail-oriented and process-driven Sr. Customer Billing and Renewals Specialist to manage billing operations and renewal processes for our growing customer base. This role will be responsible for accurate and timely invoicing and renewals processing in compliance with customer contracts, providing exceptional customer experience, and partnering cross-functionally to problem solve and manage customer inquiries. The ideal candidate will have experience with SaaS billing and will have a continuous improvement mindset that will assist in driving system and process improvements to further automate and find efficiencies.

Key Responsibilities:

Billing Operations Generate and send accurate invoices daily based on contractual terms; invoices include the following components: SaaS subscriptions and bundles, professional services, on-premise software, annual maintenance, and 3rd party items. Partner with Sales, Legal, Finance, and other cross-functional groups to solve problems, address inquiries, and provide data to assist in decision making. Maintain billing records and customer information in financial systems (e.g., NetSuite, Salesforce). Process returns and credit memos as needed. Assist in other projects such as internal and external audits, testing and maintaining internal SOX controls, billing and revenue reporting, and more. Renewals Management Proactively manage contract renewals, ensuring timely and accurate delivery of customer annual renewal quotes and invoices. Track renewal metrics to verify completeness of renewals and ensure revenue optimization. Process Improvement Identify and implement process improvements and automation enhancements in invoicing function. Collaborate with cross-functional teams to streamline quote-to-cash processes to drive efficiencies and minimize errors. Demonstrate a commitment to learning, continuous improvement, and driving operational excellence Maintain workflow process documentation and standard work. Customer Communication Serve as a primary point of contact for billing and renewal-related questions. Monitor and promptly resolve incoming customer inquiries (cases in Salesforce) Communicate with customers in a clear, concise, and professional manner.

Required Qualifications:

Education & Experience

• Bachelor’s degree in Business, Accounting, Finance, or related field.

2+ years of experience in billing and customer operations in a SaaS environment.

• Excellent written and verbal communication skills.
• Strong attention to detail and experience with high transaction volume.

Other Preferred Knowledge, Skills, Abilities or Certifications:

• Prior experience in a high-growth SaaS company.
• Proficient in NetSuite. Salesforce experience a plus
• Strong critical thinking and problem-solving skills
• Strong organizational and time management skills; ability to prioritize and manage a changing workload.
• Adaptable; ability to quickly learn new systems and processes and stay flexible and open to change.
• Proficiency with Excel, Power BI, or similar tools.

#LI-CS23