Contract Billing Escalation Representative (SaaS)

TL;DR

Contract Billing Escalation Representative (SaaS): Managing high-volume subscription renewals and building customer relationships with an accent on contract length optimization and revenue retention. Focus on driving multi-year contracts, optimizing the renewal pipeline, and collaborating across Sales and Customer Success teams.

Location: Manila, Philippines. Hybrid setup: 3 days in the office (Tuesday, Wednesday, and Thursday). Must be available for NA shift schedule.

Company

A people-first software company providing simple, powerful, and secure solutions to help customers accelerate business transformation.

What you will do

• Manage a high volume of subscription renewals through calls and emails.
• Create customized pricing proposals and present renewal quotes to customers.
• Drive the adoption of 3-year paid annual contracts as the default length.
• Track and manage the renewal pipeline and maintain accurate customer records in the CRM.
• Collaborate with Sales, Customer Success, and Support to ensure a seamless renewal process.
• Meet or exceed individual monthly and quarterly renewal targets.

Requirements

• Strong written and verbal customer communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Comfortable working with CRM tools to track customer interactions.
• Problem-solving mindset with a focus on finding win-win solutions.
• Availability for NA shift schedule.
• Must be able to work from the Manila office 3 days a week (Tue, Wed, Thu).

Nice to have

• Experience in subscription renewals, customer success, inside sales, or account management.
• Familiarity with CRM platforms such as Salesforce and Outreach.
• Previous experience working with recurring revenue models.

Culture & Benefits

• People-first culture dedicated to enriching the lives of employees and customers.
• Collaborative, innovative, and fast-paced work environment.
• Focus on professional growth and long-term career development.
• Inclusive workplace following Equal Employment Opportunity principles.