Billing Ops Analyst

Job Description SaaS Billing Operations & Revenue Assurance Analyst (CRM Billing - Protection) Role Summary We're looking for a detail-obsessed, logically strong Billing Operations & Revenue Assurance Analyst to own the sync between our CRM (deals, packages, terms) and our billing system/Books. Your core mission: Make sure what we sell in CRM is exactly what we bill in Books, with sync of the company's goals, Protect GRR logic (Gross Revenue Retention) by avoiding leakage, incorrect billing, and misaligned setups. Continuously improve processes, checks, and automation so that billing operations support the company's growth goals. This role sits at the intersection of Sales, Customer Success, Finance, and Operations and is perfect for someone who enjoys digging into data, spotting patterns, and fixing root causesnot just surface issues. Key Responsibilities 1. CRM Billing Alignment & Reconciliation Maintain a clean, reliable mapping between CRM deals/packages and billing/Books (plans, add-ons, discounts, terms, payment frequency). Perform regular reconciliations (weekly/monthly) between CRM and billing to ensure: Correct package, price, and quantity are billed Right billing frequency (monthly vs annual) Correct activation, go-live, pause, and churn dates Identify and resolve discrepancies such as: Deals not billed / wrongly billed Incorrect discounts or trial periods Wrong package or unit counts 2. Revenue Assurance & GRR Protection Monitor and report on revenue leakage (e.g., under-billing, missed upgrades, delayed billing starts). Ensure churn/downgrades are reflected correctly in both CRM and billing so GRR calculations are accurate. Create and maintain controls & checklists to prevent: Free customers slipping into paid cohorts Live customers are not being billed Legacy/incorrect pricing slipping through new deals Partner with Finance to ensure MRR/ARR and GRR reporting is supported with accurate billing data. 3. Billing Operations & Process Improvement Own the deal activation billing handoff process from Sales/CS to Finance/Billing. Standardize and document rules on: When billing should start (sign date vs go-live date vs milestone) How proration, trials, pauses, and refunds are handled How package changes (upgrades/downgrades) are reflected in billing Work with teams to reduce manual work, ambiguity, and rework in billing operations. 4. Tooling: CRM, Books, Analytics & Automation Be a power user of CRM and Books/Billing tools (e.g., Zoho, Salesforce, HubSpot, Chargebee, Stripe Billing, etc.). Build and maintain reports/dashboards to track: Billing vs CRM mismatches Churn and upgrade/downgrade impact on revenue Revenue leakage trends Collaborate with internal teams to design and test automations that reduce manual errors (e.g., workflow rules, validation rules, automated alerts). Stay open and curious about AI, scripting, and analytics tools to: Automate checks (e.g., anomaly detection in billing) Build smart reconciliations and exception reports Assist in building AI billing agent type workflows over time. 5. Cross-Functional Collaboration Work closely with Sales, Onboarding/Implementation, Customer Success, and Finance to align on: Deal structure and pricing Billing rules and edge cases Contract changes and their impact on billing & GRR Translate business conversations into clear, logical rules and data requirements inside CRM and billing tools. Requirements Must-Have Skills & Experience 35 years of experience in SaaS, Finance Ops, RevOps, Billing, or Analytics (or strong demonstrated experience in a similar data-heavy role). Strong logical thinking and problem-solving skills: able to break down complex billing scenarios into clear rules & solution-oriented thinking. Extreme attention to detail spots inconsistencies in data, dates, amounts, and terms quickly. Good understanding of SaaS concepts like MRR, ARR, GRR, NRR, churn, upgrades/downgrades, trials, proration, and billing cycles. Hands-on experience with at least one CRM (e.g., Zoho, Salesforce, HubSpot) and one billing/accounting tool (e.g., Zoho Books, QuickBooks, Stripe Billing, Chargebee, Recurly, etc.). Comfortable working with spreadsheets & Analytics tools (Google Sheets/Excel): VLOOKUP/XLOOKUP, INDEX-MATCH, SUMIF(S), COUNTIF(S), pivot tables, basic dashboards Google Analytics, Power BI, Zoho Analytics or similar Analytics tools Strong communication skills able to explain billing logic and discrepancies clearly to non-finance stakeholders and Billing Executives. Nice-to-Have Basic familiarity with SQL, BI tools, or data analytics platforms (e.g., Zoho Analytics, Power BI, Looker, Tableau). Prior experience in rev ops/billing ops in a subscription or SaaS environment. Exposure to Stripe, payment gateways, or subscription billing systems. Interest or early experience in AI & automation tools (e.g., using AI agents, workflow tools, no-code automation, Python scripts, etc.). Personal Traits We Value Owner mindset: treats discrepancies and issues as their own to solve, not someone else's problem. Curious and process-driven: always asking why did this happen and how do we ensure this never happens again System thinker: understands how CRM, billing, reporting, and metrics all connect. Learner: excited to experiment with new tools (AI, automation, analytics) to improve accuracy and efficiency.