Agreement & Billing Specialist (Hybrid)

⏰ Shift Schedule & Work Setup:

• Eastern Timezone (Night Shift in PH)
• Hybrid Setup (3x Office, 2x WFH weekly) | Office Location: (GreatWork Studio) ABDC Building, Sct. Rallos, cor Sct. Tuason St, Diliman, Quezon City, Metro Manila

🏢 Job Summary:

We are looking for a detail-oriented Billing Specialist to manage customer agreements and ensure accurate billing based on signed contracts, service agreements, and statements of work (SOWs). In this role, you will review customer contracts, configure and maintain billing agreements in ConnectWise Manage, and ensure that services, pricing, and billing terms are accurately reflected in the system.

You will work closely with Sales, Project Management, Service Delivery, and Finance to ensure that services delivered are covered by the appropriate contracts, billing starts and stops at the correct times, and any changes in services or pricing are properly documented and updated. You will also help identify billing discrepancies, prevent revenue leakage, support contract renewals, and maintain consistency between ConnectWise Manage and NetSuite records.

The ideal candidate has hands-on experience with ConnectWise Manage agreements and billing processes, understands managed service provider (MSP) billing models, and can translate complex contract terms into accurate system configurations.

🔑 Key Responsibilities:

Contract Review and Agreement Management

• Review signed customer contracts, master service agreements (MSAs), statements of work (SOWs), amendments, and renewals to identify applicable services, pricing, billing terms, and contract dates.
• Set up and maintain customer agreements in ConnectWise Manage, ensuring all contracted services, products, quantities, billing cycles, and renewal terms are accurately configured.
• Process contract amendments, service additions or removals, price changes, renewals, and cancellations.
• Clarify discrepancies or ambiguous contract terms with Sales and Finance before activating agreements.

Billing Accuracy and Reconciliation

• Review agreement setups and invoices to ensure customers are billed accurately according to their contracts.
• Investigate and resolve discrepancies between signed contracts, system configurations, delivered services, and invoiced amounts.
• Identify services that are being delivered but not billed, or billed despite no longer being provided, to help prevent revenue loss and billing errors.
• Reconcile agreement additions against vendor-billed services, including Microsoft CSP and Pax8 subscriptions, where applicable.
• Support billing inquiries, disputes, credits, month-end reviews, and audit requests.

Service Onboarding and Scope Management

• Coordinate with Project Management and Service Delivery during customer onboarding to ensure implementation activities align with the signed contract.
• Identify services outside the agreed scope and coordinate with the appropriate teams to obtain approved change orders before additional work proceeds.
• Update agreements and billing records when contract amendments or additional services are approved.
• Ensure billing starts when services go live and stops when services are properly terminated, in accordance with contractual terms.

Renewals and Contract Changes

• Monitor agreement term dates, expirations, and upcoming renewals, coordinating with Sales and Service Delivery as needed.
• Apply contractual price increases, escalators, and rate changes on the correct effective dates.
• Ensure changes to users, devices, subscriptions, and services are properly documented and reflected in the billing system.
• Maintain accurate contract records and supporting documentation.

Systems, Reporting, and Collaboration

• Maintain accurate customer agreement and billing records in ConnectWise Manage, with some cross-functional support in NetSuite.
• Generate reports on agreement status, upcoming renewals, pricing changes, and billing audit findings.
• Maintain documentation of agreement configurations, billing procedures, and process improvements.
• Serve as a point of contact for agreement-related billing questions, collaborating with Sales, Project Management, Service Delivery, and Finance to resolve issues.

💡 Skills, Knowledge, and Expertise

• Bachelor's degree in Business Administration, Finance, Accounting, or a related field, or equivalent relevant work experience.
• At least 3 years of experience in billing operations, contract administration, finance operations, or a related role, preferably within an MSP or IT services environment.
• Hands-on experience with ConnectWise Manage agreements, including agreement additions, billing cycles, configuration, and invoicing.
• Ability to review signed contracts, MSAs, and SOWs and translate contractual terms into accurate billing system setups.
• Understanding of MSP billing models, including recurring billing, fixed-fee services, project-based billing, and time-and-materials billing.
• Strong Microsoft Excel skills and the ability to analyze billing data and investigate discrepancies.
• Excellent attention to detail, organizational skills, and problem-solving abilities.
• Strong written and verbal communication skills, including the ability to clarify contract terms and raise concerns when services fall outside the agreed scope.

Preferred Qualifications:

• Experience using NetSuite for customer, item, and billing records.
• Familiarity with Microsoft CSP, Pax8, or other vendor and distributor billing reconciliation.
• Understanding of ConnectWise ticketing and time-entry workflows and how agreement coverage affects billing.
• Knowledge of revenue recognition, contract-to-cash processes, internal controls, and audit support.
• Previous experience working with managed service providers (MSPs), IT services companies, or other professional services organizations.

What Success Looks Like:

• Customer agreements are set up accurately and on time after contract signing.
• Services delivered are supported by signed contracts or approved change orders.
• Invoices accurately reflect contractual pricing, services, and billing terms.
• Billing discrepancies, unbilled services, and revenue leakage are identified and reduced.
• Contract changes, renewals, and cancellations are processed accurately and on time.
• Agreement audits and reporting are completed consistently, with clear documentation and follow-through.

💻 Why You'll Love Working with Us:

• Prime Office Location Convenient location with easy access to public transportation, dining, and nearby establishments.
• Modern Workspace Enjoy a comfortable, well-equipped office with modern amenities.
• Paid Leave Take time off to recharge, starting upon regularization.
• HMO Benefits Comprehensive healthcare coverage as soon as you're regularized.
• Government-Mandated Benefits All statutory benefits such as SSS, PhilHealth, and Pag-IBIG are fully provided.
• Fun & Collaborative Culture Be part of a dynamic team that values creativity, innovation, and teamwork.

🚨 NOTE:

This is a full-time employment position and NOT an Independent Contractor arrangement. It comes with government-mandated contributions and benefits.

A background check is part of our hiring process and will be completed before moving to the job offer stage. We kindly ask applicants to have the necessary details ready in advance to keep things smooth and hassle-free.