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Order Management Senior Manager

San Ramon, US

About Dialpad

Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, Google Ventures, and ICONIQ Capital, Dialpad is a dynamic force in Ai technology with a rapidly expanding presence. Visit dialpad.com to learn more.

About the team

Do you have a passion for numbers? Our Finance team is dedicated to solving business-critical problems while adapting to our massive growth and innovation. You’ll work with a variety of teams across the company to provide financial insights—helping Dialpad operate with frugality.

Your role

We are seeking a highly skilled and experienced Senior Manager of NetSuite Order Management to oversee the contract review process to ensure accurate and timely billing. This individual will be responsible for managing a team that reviews the contracts and ensures that the contract terms are integrated correctly to NetSuite before invoice generation & revenue recognition. 

As the Senior Manager, NetSuite Order Management, you will help scale and improve Dialpad’s billing operations to accommodate for revenue growth. The Senior Manager will be responsible for managing the day to day contract review process in Netsuite and leading the team through process and systems optimization. The ideal candidate will have extensive knowledge of the NetSuite platform and OTC best practices, and will work cross-functionally with various departments such as Deal Desk, Orders, Billing, Sales, IT, Finance, and Customer Success leaders to drive efficiency, accuracy, and customer satisfaction. You will help lead a high visibility function that regularly interacts with customers, multiple internal departments, and external auditors. The ideal candidate excels at planning, facilitation, coordination, and communication.

This is a hybrid position located in the San Ramon, CA office and reports to our Senior Director, Accounting Operations (OTC).

What you’ll do

  • Oversee and manage the contract/sales order review process, ensure subscription is set up accurately in Netsuite for timely and accurate billing for all customers, including new bookings, renewals, usage-based billing, and ad-hoc charges.
  • Strong understanding of SaaS billing models, including subscription, usage-based, and hybrid models.
  • Collaborate with the Billing, Deal Desk, Sales, FP&A, IT and Customer Success teams to streamline order-to-cash processes, improve operational efficiency, and resolve issues.
  • Review SFDC Closed Won report on a weekly basis to ensure billing is complete and recorded on time.
  • Assist in the migration of customers from legacy Netsuite billing system to Suitebilling by ensuring subscription records are set up accurately. 
  • Analyze and evaluate existing contract review processes to identify areas for improvement, streamline workflows, and implement best practices to ensure accurate billing and revenue recognition.
  • Serve as the point of escalation for complex contracts and order processing issues.
  • The team will be responsible for correction of subscription records in NetSuite if they are set up incorrectly.
  • Assist in creating and maintaining detailed process documentation to ensure consistency, compliance, and transparency across the billing team and external partners.
  • Assist with external audit requests and SOX control walkthroughs.
  • Lead and/or participate in projects and other adhoc tasks related to order-to-cash processes as needed.

Skills you’ll bring

  • Bachelor’s degree in finance, accounting, or a related field.
  • 7+ years of experience in order management, billing operations, process improvement, with at least 5 years in a management role.
  • Proficient with billing software (Suitebilling) and CRM tools (Salesforce), with a demonstrated ability to implement and optimize new systems.
  • Excellent communication skills, with the ability to collaborate cross-functionally and resolve customer issues efficiently.
  • Experience with ASC 606 and revenue recognition is a plus.
  • A good command of GSuite and Microsoft Excel skills.
  • Strong analytical skills, exceptional organization and time management skills, and ability to work autonomously.

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

For exceptional talent based in California the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

California Salary Range

$147,250 - $181,717 USD

Culture
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. 

Compensation
Teamwork makes the dream work, and Dialpad offers competitive salaries because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life. 

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.

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