Sr. Enterprise Billing Analyst

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

The Senior Enterprise Billing Analyst  is responsible for ensuring the efficient and effective operation of timely account validations and distribution of invoices to customers. As the Billing Subject Matter Expert (SME), this position collaborates with cross-functional teams to ensure efficient and consistent adherence to Upwork guidelines. The team lead is accountable for generating and distributing Enterprise customer invoices, onboarding new hires, account setups, continuously improving billing processes, and fostering cross-department collaboration. 

Your Responsibilities:

• Interpret, manage, and maintain new Enterprise contracts, amendments, and extensions for order entry in the company's invoicing system.

• Support the Order to Cash process by working with the Solutions Architect team to enable our product for Enterprise Clients with signed contracts.

• Collaborate with Legal, Sales, Deal Desk, and Finance partners to resolve standard orders and contracts.

• Adapt to changing processes and changes to skus and products.

• Ensure customer records and contracts are maintained with accuracy and integrity for audit purposes.

• Translate and decipher data chain to ensure all systems reflect active contracts and their corresponding fee structure and configuration.

• Act as a resource for others in approaching, researching, and resolving complex and/or escalated billing questions and discrepancies.

• Lead training for new billing staff and ensure their continued knowledge growth after initial training.

• Maintain thorough knowledge of client billing and payment terms, while managing the complete billing process for assigned clients.

• Provide recommendations to the Billing Manager for improving internal processes, maximizing productivity and quality, and collaborate on developing standard procedures.

• Maintain current documentation of procedures and provide updates to the team.

• Manage a portfolio of enterprise clients and handle all invoicing per the client contract.

• Work with cross-functional teams such as Sales and Program Managers to solution accounts and resolve client inquiries.

• Research and respond to client and/or internal team inquiries in a timely manner.

• Ensure accurate client records are maintained, promptly report issues for intervention or escalation, and routinely review contract changes and audit the Company’s billing system.

• Calculate adjustments, generate credit memos, and rebills as needed.

• Reconcile transactions to review variances.

• Assist in audit requests.

• Execute month-end reconciliations with a high level of detail.

• Assist the collections team as needed.

• Perform other duties as assigned.

What it takes to catch our eye:

• Seven years of billing experience, including a minimum of three years of experience supervising all or a portion of the billing function in a professional services environment.

• Self-starter with a positive outlook and motivated attitude, with a commitment to self-improvement.

• Creative and strategic thinker with strong problem-solving skills.

• Must be proactive, exhibit a continuous improvement mindset, and have the ability to affect change.

• Proficiency with MS Excel spreadsheets, including advanced features such as vlookup, pivot tables, charts and graphs, and formulas. Proficiency in MS Word and PowerPoint.

• Demonstrated exemplary customer service and excellent verbal, written, leadership, and interpersonal skills.

• Ability to handle a fast-paced environment with multiple priorities and a constantly changing workload.

• Ability to identify root causes of problems, generate and evaluate alternative solutions, and implement problem resolutions quickly and effectively.

• Working knowledge of GAAP accounting principles.

• Bachelor’s degree required, in Accounting or Finance preferred.

• Oracle R12 knowledge is a plus.

• Working knowledge of Salesforce.

Come change how the world works.

At Upwork, you’ll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals.  While we have physical offices in San Francisco and Chicago, currently we also support hiring of corporate full-time employees in 19 states in the United States. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring corporate full-time employees. 

At the core of our vibrant culture are shared values that form the foundation of our organization. These values revolve around trust, risk-taking, customer focus, and excellence. Our overarching mission is to create economic opportunities so that people have better lives. We foster an environment where individuals are encouraged to bring their authentic selves to work, nurturing personal and professional growth through development opportunities, mentorship programs, and participation in Upwork Belonging Communities.

We take pride in providing exceptional benefits to our employees. These include comprehensive medical insurance coverage for both you and your family, unlimited paid time off, a 401(k) plan with matching contributions, 12 weeks of paid parental leave, and an Employee Stock Purchase Plan. To explore these benefits in detail, as well as gain insights into our company values, working principles, and the overall employee experience, we invite you to visit our Life at Upwork page.

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.