Customer Contract Representative (NA)

About the Role
At SolarWinds, you will be part of a dedicated team in Manila responsible for ensuring Year 2 and Year 3 billing readiness for existing multi-year software subscription agreements.
As a SolarWinds Customer Contract Representative, you will own the end-to-end preparation process that enables timely and accurate annual billing and reporting. You will proactively engage customers to secure Purchase Orders, and validate contract and billing data in Salesforce. 

This role plays a critical part in protecting recurring revenue, maintaining data integrity, and ensuring operational precision within our subscription business.

Key Responsibilities

1. Customer Engagement & PO Collection

• Proactively contact customers to secure POs for scheduled Year 2 and Year 3 billing
• Clearly communicate billing timelines, contract terms, and documentation requirements
• Manage a structured follow-up cadence to ensure on-time PO receipt
• Address routine billing-related inquiries and coordinate resolution and escalation where required

2. Contract & Data Validation

• Review Salesforce Service Contracts and associated billing opportunities
• Validate pricing, quantities, contract terms, and billing schedules for accuracy
• Partner with Sales or Renewals teams to resolve contract or data issues
• Maintain accurate Salesforce records and documentation standards

3. Billing Readiness & Risk Management

• Ensure all required documentation and approvals are complete prior to order creation
• Confirm opportunities are fully prepared for downstream processing and invoicing
• Track the billing readiness pipeline and proactively flag revenue risks to management
• Support audit requirements, compliance standards, and continuous process improvement initiatives

Qualifications & Experience

Required:

• Bachelor’s degree or equivalent professional experience
• 2+ years’ experience in Order Management, Billing Operations, AR, Sales Operations, Renewals Operations, or similar
• Fluent written and verbal English communication skills
• Experience managing direct customer outreach (email and phone)
• Experience working in CRM systems (Salesforce preferred)
• High attention to detail and ability to manage multiple accounts simultaneously

Preferred:

• Experience in SaaS or subscription billing models
• Familiarity with ERP systems (NetSuite a plus)
• Preferred but not Required: Additional language skills (Spanish, German, French, etc.)

Core Competencies

• Strong ownership and accountability mindset
• Process-driven and detail-oriented
• Confident customer communication skills
• Ability to identify and resolve discrepancies proactively
• Effective cross-functional collaboration
• Strong time management and prioritization skills

What Success Looks Like

• High on-time PO collection rates
• Accurate and complete billing readiness packages
• Minimal billing delays due to missing documentation or contract discrepancies
• Strong partnership with Sales, Renewals, and Finance
• Contribution to a scalable and repeatable Year 2/3 billing readiness process