Customer Operations Manager

Your journey as a Customer Operations Manager begins here! As a Customer Operations Manager, you will own high-severity billing and quote-to-cash escalations, providing clear coordination across Finance, Revenue Operations, Sales, and back-office teams. You will be responsible for ensuring customer accounts are fully reconciled, corrective actions are completed with precision, and executive-level visibility is maintained throughout the resolution process. We are seeking applicants with strong quote-to-cash knowledge, analytical problem-solving skills, and the ability to lead cross-functional teams through complex account issues.What you will be doing:Receive, log, and evaluate high-severity escalations related to billing, invoicing, renewals, and contract discrepancies, assessing severity and financial impact.Own escalated accounts as the primary point of contact for internal teams and major accounts, providing clear communication and executive-level visibility.Apply governance tiers to prioritize and route escalations, ensuring timely acknowledgment and aligned next steps.Coordinate end-to-end account audits to identify gaps and inconsistencies across CPQ, Billing, ERP, and Payment systems.Drive cross-functional teams to correct errors and manage customer communication until accounts are fully remediated.Verify agreements, pricing, and billing terms against executed contracts before closing any escalation.Maintain audit-ready documentation for each escalation and facilitate monthly reviews to support upstream process improvements.What you will likely bring:4–6 years’ experience in billing operations, revenue operations, quote-to-cash, or back-office finance environments.Deep knowledge of quote-to-cash processes, including CPQ, order management, invoicing, billing, collections, and revenue recognition.Hands-on experience using Salesforce as a core operating platform, along with strong understanding of the interplay between CPQ, ERP, CRM, and billing systems.Proven ability to lead through influence across cross-functional teams, especially in high-pressure or high-visibility situations.Excellent written and verbal communication skills, strong analytical judgment, and a highly organized approach to documentation and follow-through.What could set you apart:Bachelor of Science degree, Bachelor of Business Administration degree, or equivalent experience.Experience managing high-severity escalations or complex customer financial issues.Salesforce #LI-CM1 #HYBRIDAbout Epicor At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain. We’re Proactive, P...