At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!
About the Role
The Manager, Contract Billing Team leads a team responsible for ensuring billing readiness and PO collection for existing multi-year software subscription contracts, with a primary focus on Year 2 and Year 3 renewals.
This role owns the end-to-end operational performance of customer contract preparation, collaborating closely with Sales, Renewals, Finance, Order Management, and Systems teams to protect recurring revenue, improve billing accuracy, and scale repeatable processes.
Key Responsibilities
- Team Leadership & Performance Management
- Lead, coach, and develop a team of Customer Contract Representatives
- Set clear expectations, performance goals, and service-level standards
- Conduct regular performance reviews, coaching sessions, and skill development plans
- Ensure consistent execution of customer outreach, PO collection, and contract validation activities
- Operational Ownership & Billing Readiness
- Own overall Year 2/3 billing readiness outcomes and on-time billing performance
- Monitor pipeline health, PO collection status, and readiness metrics
- Identify and mitigate systemic revenue risks before billing cycles
- Ensure accurate and compliant preparation for downstream invoicing and reporting
- Stakeholder & Escalation Management
- Serve as the primary escalation point for:
- Complex customer issues
- Contract discrepancies
- Cross-functional blockers
- Partner closely with Sales, Renewals, and Finance teams
- Enable smooth handoffs between pre-billing and order execution teams
- Process Optimization & Continuous Improvement
- Analyze trends in billing delays, PO gaps, and contract errors
- Drive process improvements to reduce cycle times and manual effort
- Define and document standard operating procedures (SOPs)
- Support automation and system enhancement initiatives in Salesforce and ERP tools
- Data Integrity, Reporting & Compliance
- Ensure high data accuracy across Salesforce contracts and billing opportunities
- Own operational reporting around readiness, risk, and team performance
- Support audit, compliance, and internal control requirements
- Partner with leadership on forecasting insights and operational reviews
Qualifications & Experience
Required
- Bachelor’s degree or equivalent professional experience
- 6–9 years of experience in:
- Order Management
- Contract Operations
- Billing Operations
- Renewals or Sales Operations
- 2–3 years of people management experience
- Strong working knowledge of Salesforce; ERP experience preferred
- Proven experience leading customer-facing operational teams
- Excellent written and verbal English communication skills
Preferred
- SaaS or subscription-based business experience
- Experience operating in a global or regional shared services environment
- Familiarity with NetSuite or similar ERP platforms
- Process improvement or operational excellence background
Core Competencies
- Strong leadership and coaching capability
- Ownership mindset with accountability for outcomes
- Operational rigor and data-driven decision-making
- Customer-centric escalation management
- Effective cross-functional influence
- Ability to balance execution with strategic improvement
What Success Looks Like
- High on-time Year 2/3 billing and PO collection performance
- Reduced billing delays and revenue leakage
- Consistent execution across the team
- Strong trust and partnership with Sales, Renewals, and Finance
- Scalable, documented, and repeatable contract readiness processes
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice
