Customer Operations and Success Manager

What You'll Do

As a Billing Operations Team Lead, you will oversee the day-to-day billing support operation across the EMEA region, leading both internal and outsourced teams while driving service excellence, operational efficiency, and customer satisfaction. You will act as a key liaison between Billing, Collections, Product, IT, and Go-To-Market teams while supporting global stakeholders and ensuring the successful resolution of complex billing-related matters.

Team Leadership & Operational Oversight

• Lead a hybrid operational team consisting of two direct reports and an offshore BPO partner team.
• Establish, monitor, and drive adherence to service level agreements (SLAs), quality standards, and performance metrics.
• Conduct coaching sessions, quality reviews, and calibration exercises to ensure consistent service delivery across all teams.
• Support workforce planning, resource allocation, and capacity management activities.

Billing & Case Management

• Own the end-to-end resolution of billing-related cases within Salesforce Service Cloud across the EMEA region.
• Manage case queues, escalation routing, and aging governance to ensure timely resolution.
• Personally handle complex, high-value, or escalated billing disputes through to completion.
• Drive operational excellence through adherence to established case management processes and controls.

Partner Billing Operations

• Administer and troubleshoot partner invoicing, subscription, and billing-related issues using NetSuite and associated systems.
• Partner with Billing and Collections teams to reconcile discrepancies and resolve billing anomalies.
• Support continuous improvement initiatives across partner billing operations.

Process Improvement

• Review and optimize workflows, routing rules, and automations within Salesforce Service Cloud.
• Conduct root cause analysis to identify recurring issues and implement corrective actions.
• Lead process improvement initiatives in collaboration with Product, IT, and business stakeholders.

Reporting & Analytics

• Utilize Power BI and operational reporting tools to monitor key performance indicators, including CSAT, first response time, first-day resolution, backlog aging, and case volume trends.
• Deliver operational reporting and performance insights to leadership teams.
• Identify trends and recommend actions to improve efficiency and service outcomes.

Vendor Management

• Manage the operational relationship with outsourced service providers.
• Monitor vendor performance against contractual SLAs, KPIs, and quality standards.
• Lead governance meetings, performance reviews, and calibration sessions with vendor partners.
• Collaborate on staffing models, capacity planning, and service improvement initiatives.

Stakeholder & Customer Engagement

• Serve as the primary operational liaison between Billing, Collections, Product, Go-To-Market, and IT teams.
• Support regular communication and reporting cadences with global leadership teams.
• Participate in partner and customer calls related to billing issue resolution and follow-up activities arising from customer feedback.

Training & Knowledge Management

• Deliver onboarding and ongoing training for internal and outsourced teams on Salesforce Service Cloud, billing workflows, and operational procedures.
• Maintain knowledge base documentation, standard operating procedures (SOPs), and training materials.
• Ensure process documentation remains current and aligned with business requirements.

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Requirements:

• Bachelor's degree in Business, Finance, Operations Management, Accounting, or a related field, or equivalent professional experience.
• 3+ years of experience in billing operations, financial operations, customer operations, or a related field.
• 1+ year of experience leading, supervising, mentoring, or managing operational teams.

Preferred Qualifications

• Experience working with outsourced service providers or BPO partners.
• Hands-on experience with Salesforce Service Cloud, including case management, queue management, and workflow processes.
• Experience working with ERP, subscription billing, or financial systems such as NetSuite.
• Experience using Power BI, Tableau, or a comparable business intelligence platform to analyze operational performance.
• Advanced proficiency with Microsoft Excel, including reporting and data analysis.
• Experience supporting billing, invoicing, subscription, collections, or customer financial operations.
• Experience working within a multinational environment and collaborating across multiple time zones.
• Experience within a SaaS or subscription-based business environment.
• Experience managing geographically dispersed or hybrid operational teams.
• Experience leading workflow automation, process optimization, or operational improvement initiatives.
• Lean Six Sigma or other process improvement certification.

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