Senior Manager, Quote to Cash Business Operations

About the opportunity

The QTC functions include Strategic Deal Desk, Order Management / Billing, Credit / Collections, and Accounts Receivable.  Our global team spans time zones from Berlin, Germany to Portland, Oregon.  We support multiple functions in a variety of ways from Product, Business Platform, our Field Operations - Sales, Customer Support/Experience, while customer-facing to our Customers.

We are seeking a highly skilled and motivated individual to lead transformative initiatives that drive organizational efficiency, optimize systems, and deliver measurable business outcomes. This role is instrumental in bridging the gap between strategy and execution, working across teams to deliver innovative solutions and achieve operational excellence. Reporting to the Sr. Director, QTC you will be responsible for collaborating in strategic planning and leading process improvement and operational optimization, contributing directly to the organization’s growth and success.Also, this position will be responsible for overseeing the daily Order Management (OM) and Billing operations for the Company.  This team has two OM/Billing Analysts who are directly responsible for the daily processing and handling of related tasks/processes of the function. 

What to expect?

• QTC Process Optimization: Identify process gaps and inefficiencies, and implement improvements to enhance accuracy, increase efficiencies, reduce cycle times, and ensure a great customer experience for both internal and external customers.
• Systems and Tools Optimization and Management: Oversee the use and maintenance of the QTC tech stack which includes CPQ, billing engine, credit evaluation, collections tool and related ERP modules; to ensure proper integration and accurate data flow between systems. Ensure proper training, maintenance, and troubleshooting of systems to support operational excellence.
• Project and Change Management: Define project scopes, objectives, and deliverables for system upgrades, process improvements, and strategic initiatives.  Manage complex, multi-stakeholder projects from inception to implementation. Develop comprehensive project plans, timelines, and documentation, ensuring adherence to budget and resource constraints. Lead change management efforts to ensure smooth adoption of new systems or processes.
• Compliance & Risk Management: Ensure that all QTC activities comply with company policies, industry regulations, and contractual obligations. Work closely with the legal and compliance teams to address any risk-related issues.
• Reporting & Analytics: Develop and monitor key performance indicators (KPIs) for the QTC process, including quote conversion rates, order accuracy, billing discrepancies, and cash collection. Prepare and present regular reports to leadership to track progress and highlight areas of improvement. 
• Order Management / Billing:
  • Identify and develop policy and process around Order Management and Billing functions ensuring scalable growth with the company.  
  • Manage, develop and mentor Order Management / Billing Analysts ensuring adherence to internal controls, policies, and procedures while providing outstanding customer service to internal and external customers.
  • Provisioning of customer account/instances, timely and accurately, for initiation of customer services.  
  • Develop and enhance standard operating procedures for Order Management and Billing operations.
  • Partner with Sales, Deal Desk, Legal and Revenue teams for contract and sales order accuracy to ensure timely and accurate billing/invoicing.  
  • Manage month-end close activities including billing, reconciliations, and accruals related to billing.
  • Implement best practices and processes improvements to scale the billing function to support growth and new products.
  • Support escalations and work directly with internal and external customers to resolve order management and billing. 
  • Balance workloads and optimize team structure and resources to ensure scalable functions for current and future high growth volumes.

What you need to be successful?

• 5+ years of progressive experience in quote to cash functions (Deal Desk, OM/Billing,Credit/Collections, Accounts Receivable) - preferably in a SaaS environment.
• Demonstrated history of implementing process automation, with the ability to implement best practices, scale business processes and team structure to match company growth.
• Continuous Improvement: Advocate for continuous process improvement through regular assessments, feedback loops, and collaboration with technology teams. Lead projects that leverage automation and technology to drive efficiency and reduce manual efforts.
• Exceptional communication skills: Including the ability to interact with team members across all organization levels, functions and geographies. Candidate will possess the ability to translate complex technical details into actionable insights for diverse audiences.
• Cross-Functional Collaboration: Partner with Sales, Finance, Legal, IT, and Customer Success teams to ensure smooth transitions across each stage of the QTC process. Provide guidance and support to teams on best practices and problem-solving.
• Customer Experience Focus: Ensure that customer-facing teams are equipped to manage customer expectations and deliver a seamless order-to-cash experience. Resolve escalated customer issues and ensure customer satisfaction throughout the process.
• Strong organizational skills: Exceptional ability to manage multiple projects and competing priorities. Ability to take ownership of your workload to meet deadlines and work both independently and collaboratively.
• Advanced knowledge and experience of QTC tech stack: CPQ - Salesforce; Billing Engines such as Zuora (preferred), ARIA, Zone; Credit / Collections Tools such as Tesorio, CreditPulse, D&B.

What's in it for you?

• Join an ambitious tech company reshaping the way people build digital experiences
• Full-time employees receive Stock Options for the opportunity to share in the success of our company
• Comprehensive healthcare package covering 100% of monthly health premiums for employees  and 85% of costs for your dependents. 
• Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
• We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, compassion days for loss,  education days, and volunteer days
• Company paid parental leave to care for and focus on your growing family 
• Use your personal annual education budget to improve your skills and grow in your career
• Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties 
• An annual wellbeing stipend to care for your physical, financial, or emotional health
• A monthly communication stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.

This role will need to be conducted in a state in which we are currently registered to do business. 

The application deadline is 03/04/25

Colorado Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of Colorado if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.

Colorado Salary Range: $166,000 - $186,000
[This position is eligible for equity awards in accordance with the terms of Contentful’s equity plans.]

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