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About the Role

Own high-severity billing and quote-to-cash escalations, providing clear coordination across Finance, Revenue Operations, Sales, and back-office teams. Ensure customer accounts are reconciled, corrective actions are completed, and executive-level visibility is maintained throughout the resolution process.

Responsibilities

• Receive, log, and evaluate high-severity escalations related to billing, invoicing, renewals, and contract discrepancies, assessing severity and financial impact.
• Own escalated accounts as the primary point of contact for internal teams and major accounts, providing clear communication and executive-level visibility.
• Apply governance tiers to prioritize and route escalations, ensuring timely acknowledgment and aligned next steps.
• Coordinate 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 manage customer communication until accounts are fully remediated.
• Verify agreements, pricing, and billing terms against executed contracts before closing any escalation.
• Maintain audit-ready documentation for each escalation and facilitate monthly reviews to support upstream process improvements.

Requirements

• 4–6 years’ experience in billing operations, revenue operations, quote-to-cash, or back-office finance environments.
• Deep knowledge of quote-to-cash processes, including CPQ, order management, invoicing, billing, collections, and revenue recognition.
• Hands-on experience using Salesforce as a core operating platform, along with strong understanding of the interplay between CPQ, ERP, CRM, and billing systems.
• Proven ability to lead through influence across cross-functional teams, especially in high-pressure or high-visibility situations.
• Excellent written and verbal communication skills, strong analytical judgment, and a highly organized approach to documentation and follow-through.
• Experience managing high-severity escalations or complex customer financial issues.

Skills

• Salesforce
• CPQ
• ERP
• CRM
• Billing systems

Location

• Hybrid

Work Type

• Hybrid

Experience Level

• 4-6 years

Education Level

• Bachelor of Science degree
• Bachelor of Business Administration degree
• Equivalent experience

Salary/Compensations

• $71,000 - $114,000 USD

Benefits

• Comprehensive health and wellness benefits
• Opportunities for mentorship, continuing education, and focused career goal setting
• Free LinkedIn Learning licenses
• Mentoring Program
• Inclusive, global workplace
• Policies built on mutual trust and support
• Comprehensive support for international relocations and permanent residency processes

About the Company

• At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain. We’re Proactive, Proud, Partners. 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.

Equal Opportunity

• Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless. We are an equal-opportunity employer.