Manager, Contract Billing Team (NA)

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

1. 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 ________________________________________ 2. 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 ________________________________________ 3.

Stakeholder Escalation Management • Serve as the primary escalation point for: o Complex customer issues o Contract discrepancies o Cross-functional blockers • Partner closely with Sales, Renewals, and Finance teams • Enable smooth handoffs between pre-billing and order execution teams ________________________________________ 4. 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 ________________________________________ 5.

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: o Order Management o Contract Operations o Billing Operations o 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 backgro