Order-to-Cash Process Manager

About the role

This role is responsible for managing the end-to-end Order-to-Cash process, including customer billing, accounts receivable, recurring revenue administration, system reconciliation and revenue reporting.

The role ensures that customer, contract, project, time-recording and billing information is accurate and consistent across the CRM, Time Management System and ERP. This enables timely and accurate invoicing, effective cash collection, appropriate revenue recognition and reliable financial reporting.

Working closely with Sales, Customer Success, Professional Services, Project Management and Finance, the role owns the financial administration of customer contracts from signed order through to invoicing and cash collection. The role will also identify opportunities to improve controls, automate processes and strengthen data quality across the customer lifecycle.

Essential Responsibilities & Required Experience

• Manage sales ledger and accounts receivable processes for all Sapio entities.
• Review signed contracts, Statements of Work, purchase orders and approved quotations before invoicing to confirm pricing, billing dates, payment terms, customer details and legal entities are correct.
• Prepare and issue accurate customer invoices promptly and in accordance with contractual terms.
• Respond to customer billing queries and work to resolve disputes promptly, processing credits, billing corrections and invoice adjustments in line with the approval process.
• Maintain accurate customer account and billing information within the ERP.
• Maintain supporting documentation and audit trails.
• Monitor outstanding balances and maintain accurate aged-debt reporting, working with Sales, Customer Success and Project Management to resolve and escalate any collection issues and disputed balances.
• Reconcile customer accounts and investigate unapplied or unidentified receipts.
• Review completed sales documentation before establishing billing and revenue schedules, ensuring contracts, renewals, expansions, reductions and terminations are reflected accurately within the ERP.
• Support the Senior Management Accountant with month-end revenue reconciliations and reporting.
• Complete review of contracts and supporting information for the ASC 606 process.
• Assist with the preparation of revenue-related audit documentation and supporting schedules.
• Support the automation and integration of CRM, Time Management and ERP processes.
• Develop documentation and procedures for invoicing, accounts receivable, system reconciliation and revenue administration.
• Reconcile billable hours, project milestones and other chargeable activities between the Time Management System and ERP to ensure all eligible revenue is captured and invoiced.
• Reconcile closed-won opportunities in the CRM against the entries in the ERP.
• Investigate and resolve discrepancies between the CRM, Time Management System and ERP.
• Support month-end close by validating time, project, contract, invoice and revenue information across systems.
• Assist leadership with any ad hoc revenue, billing and accounts receivable analysis.

Required Experience

• Three to five years' experience in Sales Ledger, Accounts Receivable, revenue administration, billing or a related Finance role.
• Three to five years' experience working with a CRM and Time Management tools.
• Experience working in a cross-continental environment.
• Experience reconciling information across multiple business systems.
• Understanding of recurring and subscription-based billing and revenue recognition principles, including ASC 606.
• Experience working with customer contracts, Statements of Work and purchase orders.

Preferred Experience

• Bachelor's degree in accounting or a related field.
• At least 1 year of experience using NetSuite.
• Experience working at a software development, life sciences or professional services company.
• Experience supporting system integrations and process automation.
• Strong Google Workspace skills.

Required Skills & Abilities

• Highly organised, with the ability to manage competing deadlines.
• Strong attention to detail and commitment to accuracy.
• Self-motivated to deliver detail-oriented results with minimal supervision.
• Proactive process improvement mindset.
• Disciplined in following defined processes and controls.
• Professionally succinct business communicator, both verbally and in writing.
• Able to identify discrepancies and investigate them through to resolution.
• Strong understanding of the relationship between contracts, time recording, billing and revenue.
• Customer-focused approach to invoice and account queries.
• Able to handle confidential and commercially sensitive information appropriately.
• Comfortable working in a changing, fast-growing and international SaaS environment.