Receive, log, and evaluate high-severity escalations related to billing, invoicing, renewals, and contract discrepancies, assessing severity and financial impact.
Assume full ownership of escalated accounts and serve as the primary escalation point for internal teams and major accounts, providing communication clarity and executive-level visibility.
Apply governance tiers to prioritize and route escalations, ensuring timely acknowledgment and aligned next steps.
Coordinate comprehensive end-to-end account audits to identify gaps and inconsistencies across CPQ, Billing, ERP, and Payment systems.
Drive cross-functional teams to correct errors and oversee customer communication until accounts are fully remediated.
Verify all agreements, pricing, and billing terms against executed contracts before closing any escalation.
Maintain detailed, audit-ready documentation for every escalation and facilitate monthly reviews to drive upstream process improvements.
What you will likely bring:
Deep knowledge of quote-to-cash processes, including CPQ, order management, invoicing, billing, collections, and revenue recognition.
Hands-on experience with Salesforce as a core operating platform.
4-6 years' experience in billing operations, revenue operations, quote-to-cash, or back-office finance environments.
Proven ability to lead through influence across cross-functional teams.
Strong understanding of billing systems and the interplay between CPQ, ERP, and CRM platforms.
Excellent written and verbal communication skills, with the ability to operate effectively in high-pressure situations.
Analytical mindset and highly organized, with a track record of maintaining thorough documentation.
What could set you apart:
Bachelor of Science degree, Bachelor of Business Administration degree, or equivalent experience.
Experience managing high-severity escalations or complex customer financial issues.
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About Epicor
We're Proactive, Proud, Partners .
Competitive Pay & Benefits
Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Global Mobility: Comprehensive support for international relocations and permanent residency processes.
Epicorsoftware · Austin Las Cimas