Contract Billing Escalation Representative

At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions. The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us! Your Impact Manage a high volume of subscription renewals through calls and emails Build strong relationships with customers by understanding their needs and addressing any concerns impacting renewal decisions Present and explain renewal quotes, including creating customized pricing proposals when needed Drive 3-year paid annual contracts as default contract length Communicate the value of our products and suggest appropriate growth solutions Track and manage your renewal pipeline, ensuring opportunities are followed up and closed before expiration Maintain accurate customer records and track progress in our CRM system Share insights and feedback from customers with internal teams to help improve products and customer experience Collaborate closely with Sales, Customer Success, and Support to ensure a smooth renewal process Meet or exceed individual monthly and quarterly renewal targets What We’re Looking For (Must-Haves) Strong customer communication skills—both written and verbal Proven ability to manage multiple priorities in a fast-paced environment Comfortable working with CRM tools to track and manage customer interactions A problem-solver who enjoys helping customers and finding win-win solutions Collaborative mindset with the ability to work well across teams Must be available for NA shift schedule. Hybrid setup: 3 days in the office (Tuesday, Wednesday, and Thursday) What Would Be Great (Nice-to-Haves) Experience in subscription renewals (ideally multi-year contract experience), customer success, inside sales, or account management Familiarity with CRM platforms such as Salesforce and Outreach Previous experience working with subscription-based or recurring revenue models Why This Role Matters In this role, you’ll play a key part in helping customers stay connected to the value of our solutions. Your work directly impacts customer satisfaction, retention, and revenue growth. You’ll also serve as a critical bridge between our customers and internal teams, helping us continuously improve the overall customer experience. SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law. All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice