Billing Team Lead

About Dialpad
Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role
As the Billing Team Lead, you will help improve Dialpad’s contract reviews and billing operations to optimize scalability and efficiency. The Billing Team Lead will be responsible for managing the day-to-day contract review process and invoice generation in NetSuite, as well as leading the process and systems optimization. The ideal candidate will have extensive knowledge of the NetSuite platform and Order-to-Cash best practices, and will partner cross-functionally with departments such as Deal Desk, Orders, Billing, Sales, IT, Finance, and Customer Success leaders to drive efficiency, accuracy, and customer satisfaction. You will support your manager in leading a highly visible function that regularly interacts with customers, multiple internal departments, and external auditors. The ideal candidate excels at planning, facilitation, coordination, and communication.

This position reports to our Sr. Manager, Billing & NetSuite Order Management, and has the opportunity to be based in our San Ramon Office.

What you’ll do

• Support the Senior Manager, Billing and Order Management, in overseeing the billing operation, including the contract/sales order review process, ensuring subscriptions are set up accurately in NetSuite for timely and accurate billing for all customers, including new bookings, renewals, usage-based billing, and ad-hoc charges.
• Collaborate with the Deal Desk, Orders, Sales, FP&A, IT, and Customer Success teams to streamline Order-to-Cash (OTC) processes, improve operational efficiency, and resolve cross-functional issues.
• Analyze and evaluate existing contract review processes under the guidance of the Senior Manager to identify areas for improvement, streamline workflows, and implement best practices for SOX controls.
• Perform reconciliation for AR-related general ledger accounts to ensure data integrity against supporting documents and resolve any discrepancies.
• Develop a deep understanding of the proprietary billing system (CSR) and identify process gaps between CSR and NetSuite to prevent billing discrepancies.
• Conduct monthly billing flux analysis to identify and explain significant fluctuations compared to prior periods and ensure billing completeness.
• Support and streamline the end-to-end billing cycle to ensure 100% adherence to month-end closing schedules, consistently meeting or exceeding corporate financial reporting deadlines.
• Review SFDC Closed Won report on a weekly basis to ensure billing is captured and recorded on time.
• Lead the pre-invoice lifecycle by meticulously auditing client contracts and investigating billing discrepancies to ensure invoices are accurate, compliant, and fully reconciled before distribution.
• Maintain a strong understanding of SaaS billing models, including subscription, usage-based, and hybrid models.
• Support the migration of customers from legacy NetSuite billing to SuiteBilling by ensuring subscription records are set up accurately.
• Serve as a point of escalation for the Senior Manager to resolve complex contracts and order processing issues.
• Create and maintain detailed process documentation to ensure consistency, compliance, and transparency across the billing team and external partners.
• Facilitate external audit requests and SOX control walkthroughs as required.
• Provide rapid resolution for billing-related Zendesk tickets.
• Partner with the collections team by providing relevant billing data to assist with quarterly collection forecasts.
• Lead and/or participate in projects and other ad hoc tasks related to order-to-cash processes and reporting as needed.
• This role will support the Sr. Manager, Billing and NetSuite Order Management, in leading the NetSuite order management function and the billing team in the Philippines.

Skills you’ll bring 

• Bachelor’s degree in finance, accounting, or a related field.
• 5+ years of experience in order management, billing operations, and process improvement.
• Proficient with NetSuite and 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, attention to detail, exceptional organization and time management skills, and the ability to work autonomously.

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. 

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