Your journey as a Customer Operations Manager begins here! You will take ownership of high-severity billing and quote-to-cash issues, providing executive-level visibility and coordination across Finance, Revenue Operations, Sales, and back-office teams. Leveraging your expertise in end-to-end quote-to-cash workstreams and systems like Salesforce, ERP, and billing platforms, you will ensure every customer account is fully reconciled and all corrective actions are executed with precision. If you thrive in diagnosing process breakdowns and driving cross-functional teams to resolution, this role is for you.

What you will be doing:

• 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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Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Range:

The salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position.

Recruiter: