Sr. Director of Billing

Company Overview:

NWN is the leading AI-powered technology solutions provider for North America’s most innovative public and private organizations. For more than 30 years, NWN has helped over 6,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions.

The company’s proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients’ most demanding technology needs. NWN is a high-performance, high-integrity team of 1,200+ experts committed to a customer-obsessed culture, earning an 80+ Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a ‘Best Place to Work’ with an 80+ Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities: The Senior Director of Billing leads NWN's billing function, reporting to the SVP, Corporate Controller and serving as their day-to-day partner on billing. The role owns billing timeliness and accuracy across all customers, products, and billing models, the clearing of the unbilled backlog, and the performance of a team of roughly 20. This is a build role rather than a caretaker role. The team today has no defined billing cadence, no accountability for how quickly or accurately invoices go out, and a long backlog of known billing problems. Underneath sits significant technical debt and unresolved data-flow issues across the business systems that feed billing: invoices are late, wrong, or missing; fulfillment errors and SKU mismatches are not caught until an invoice is already incorrect; and NetSuite, Salesforce, and BluLogix do not reconcile cleanly, forcing manual workarounds. A significant backlog of unbilled amounts has built up, and because billing cannot run in advance of fulfillment, real customer billings are not yet reflected in NetSuite at all. Much of the structural fix lives in the business systems, so close, sustained partnership with the Finance IT resource is essential. Within the first 30 days the role assesses the team, the portfolio, current practices, and the state of the billing systems, and delivers baseline KPIs and reporting. By three months, process documentation and a billing cadence are in adoption, KPIs and weekly reporting are live, individual targets are set, the highest-impact system blockers are identified with remediation underway, a recommendation on team structure and staffing is delivered, and billing timeliness and accuracy are measurably improving. By six months, the operation is disciplined and measurable, priority technical debt is resolved or on a clear roadmap, invoicing is accurate and on time, the aged-unbilled backlog is materially reduced, and revenue is flowing cleanly to the ledger.

• Establish the key performance indicators for the billing team — invoice timeliness measured as days from billable event to invoice, billing accuracy and error and rework rate, aged unbilled balance and aging, on-time billing percentage, credit-memo and rebill volume, and backlog burn-down — and stand up dashboards and a weekly reporting cadence visible to the team, to Finance leadership, and to the business.
• Manage the team to the numbers, including setting individual targets, holding regular one-on-one meetings, running data-grounded performance reviews, and creating clear consequences and rewards tied to results, so that delays and errors are caught and corrected proactively rather than discovered months later on an incorrect invoice.
• Create the billing cadence and the end-to-end process documentation and standard operating procedures that govern it, covering every billing model — fulfillment-driven, contract and schedule-driven, BluLogix, and state contracts — none of which is documented today, and move the team from inconsistent individual habits to repeatable, auditable processes a new hire can learn quickly and that survive turnover.
• Define and maintain a billing calendar and control framework so that invoicing is driven by documented contract terms and schedules rather than tribal knowledge or fulfillment status, and keep it current as systems and contracts change.
• Take ownership of the significant backlog of unbilled amounts, and of the customer billings not yet reflected in NetSuite because billing cannot run in advance of fulfillment, and drive it down to current with the controls and process in place so that it does not rebuild. Own billing timeliness and accuracy across all customers, products, and billing models, and build the strategy to reduce aged unbilled and sustain the improvement. Own the exception and dispute workflow, defining how billing errors, holds, and disputed invoices are routed, tracked, corrected, and escalated, so that they are resolved once rather than chased repeatedly.
• Manage, develop, and set direction for a billing team of roughly 20, including two direct reports, creating clear ownership and expectations, holding the team to a measurable bar, coaching and growing capability, addressing performance gaps directly, and building the depth that lets billing run reliably without heroics or single points of failure.
• Assess whether every team member, including the two direct reports, is in the right role for what the function needs and whether current staffing levels are warranted, and make the structural, role, and headcount changes required to perform.
• Partner with Business Operations, Sales, Sales Operations, Credit, and IT and Systems to fix root causes upstream — order setup, fulfillment accuracy, contract terms, SKU governance, and system configuration — and secure advance visibility into upstream changes before they go live rather than after they break billing.
• Lead the shift to contract-term-driven billing schedules in NetSuite, reduce reliance on manual workarounds, and identify automation that makes billing flow through once automatically instead of being recreated on both sides, working hand in hand with the Finance IT resource to untangle the technical debt, integration gaps, and data-flow issues across NetSuite, Salesforce, and BluLogix — including fulfillment gating of non-equipment billing, SKU mismatches, and unreliable NetSuite to BluLogix synchronization — and sequencing the fixes that unblock billing into a realistic, achievable roadmap.
• Personally manage the largest, most complex accounts and the toughest billing exceptions, leading by example on difficult reconciliations and customer-facing billing conversations, and remaining close enough to the detail to clear exceptions directly.
• Partner closely with the Finance IT resource and cross-functional leaders to resolve upstream order, fulfillment, contract, SKU, configuration, and data-flow issues.
• Partner closely with the Finance IT resource and cross-functional leaders to resolve upstream order, fulfillment, contract, SKU, configuration, and data-flow issues.
• Assess team structure, role alignment, and staffing levels, and recommend the changes required for the function to perform.
• Personally manage the largest, most complex accounts and the toughest billing exceptions, including difficult reconciliations and customer-facing billing conversations.
• Performs other duties as assigned.
• Complies with all policies and standards.
• Demonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness.

  Qualifications:

• Bachelor’s degree in Accounting, Finance, or Business, or equivalent related experience.
• 10+ years in B2B billing or order-to-cash, including 5+ years leading billing teams and experience managing through supervisors or managers.
• Experience leading billing at a company of comparable scale—roughly $500M+ in revenue, multi-entity, with high invoice volume and contract complexity.
• Demonstrated success building or turning around a billing operation and improving billing timeliness, accuracy, and aged unbilled.
• Experience as a core stakeholder in an ERP or billing-system implementation, migration, or major process re-engineering.
• Experience in technology, IT services, telecom, or a comparable B2B services environment; multi-subsidiary billing, M&A, and systems-integration experience preferred.
• Proven success building performance-management frameworks, key performance indicators, and reporting, with the data-driven instinct to hold self and others accountable to clear standards.
• Proven ability to author and institutionalize process documentation, standard operating procedures, and billing-cadence controls, with a builder’s instinct for creating structure from scratch.
• Controllership fluency, including how billing drives revenue recognition under ASC 606, deferred revenue, unbilled accounts receivable, month-end close, external audit, and SOX-grade controls.
• Hands-on proficiency with NetSuite and billing platforms including BluLogix, Salesforce CPQ, or comparable subscription and contract billing systems.
• Strong command of contract-driven, usage, and subscription billing models, SKU and catalog governance, and billing-related tax implications.
• Strong familiarity with emerging AI tools used across analysis, reporting, reconciliation, process documentation, automation, and operational effectiveness.
• A player-coach mindset, equally willing to set strategy and personally work the toughest accounts and exceptions.
• Direct, credible, and steady communication in difficult customer and internal conversations.
• Ability to develop people, address performance gaps, build team depth, and raise performance across the function.
• Ability to lead cross-functional process change and influence upstream teams without direct authority

Remote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.

Requires Travel - Yes

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.