Senior Manager, Billing & Payments
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Job Description
Senior Manager leading Billing & Payments implementations and customer adoption for ECP, a SaaS platform serving senior living communities. Managing consultants, integrations, payments strategy, and operational metrics.
Responsibilities:
- Lead Billing & Payments customer adoption, including new-customer go-live and product adoption.
- Build the team, methodology, and standards for Billing & Payments implementations.
- Hire, onboard, coach, and develop Billing Consultants; set expectations, manage performance, and build team culture.
- Partner with the wider Implementation team on enterprise implementations from kickoff to go-live, including methodology, staffing, capacity planning, quality standards, and outcomes.
- Lead or support complex and strategic implementations as a financial operations expert in journal entry configuration, reporting requirements, and reconciliation.
- Own the operational strategy for ECP's payment processing product and partner with Product, Engineering, and the payment processing partner on the payments roadmap.
- Oversee end-to-end accounting integrations, including data flows, configuration requirements, and downstream financial reporting impacts.
- Serve as a trusted advisor and escalation point for Finance, Accounting, and Operations leaders via Zoom, email, phone, and occasional on-site visits.
- Own escalations and incident resolution for billing issues affecting revenue accuracy, financial reporting, or customer trust.
- Define, track, and report operational metrics such as time to go-live, implementation backlog, adoption, post-go-live ticket volume, escalations, and customer satisfaction.
- Partner with Sales on discovery, scoping, implementation packaging, fit criteria, and key demos.
- Translate implementation experience into prioritized product requirements and business cases with Product and Engineering.
- Own playbooks, templates, tooling, documentation, customer records, and project status in CRM and project management tools.
- Report to the VP of Billing, Payments & Data and collaborate with Product, Engineering, Customer Success, Sales, and Leadership.
Requirements:
- 6+ years of combined experience across accounting, finance, billing, accounts receivable, financial operations, software implementation, customer success, or related functions.
- 2+ years of experience managing or leading a team, formally or as a team lead, in implementation, professional services, finance operations, or a similar function.
- Experience working directly with customers implementing or supporting complex billing, payments, ERP, or financial operations software.
- Working knowledge of payments, including processing, settlement, and reconciliation.
- Strong grasp of billing and accounting concepts: invoicing, credits, payments, AR aging, adjustments, journal entries, debits and credits, and reconciliations.
- Ability to analyze accounting and billing data, identify discrepancies, and troubleshoot issues across workflows, configurations, and financial reports.
- Strong project management skills: scope, timelines, risk, capacity, and cross-functional dependencies.
- Ability to build structure and lead effectively where processes and requirements are not fully defined.
- Ability to communicate with customer-facing and internal executives and influence cross-functionally without direct authority.
- Comfortable working with Product, Engineering, Customer Success, Support, Sales, and Operations.
- Ability to travel up to 10-15% based on customer and business needs.
- Bachelor's degree or equivalent experience.
- Preferred: Experience building or scaling an implementation or professional services function.
- Preferred: Experience setting and reporting on operational KPIs.
- Preferred: Experience with ERP or accounting systems such as QuickBooks, Sage Intacct, NetSuite, or similar.
- Preferred: Experience in senior living, healthcare, fintech, ERP, or revenue cycle management.
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