Subscription Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Unified Practice is seeking an experienced and detail-oriented Subscriptions & Billing Specialist to manage and streamline our billing operations and our SaaS subscription services. This role will involve preparing invoices, handling billing discrepancies and escalations, maintaining accurate financial records and reporting, manage customer subscriptions, analyze subscription trends, and develop strategies to improve processes and procedures. The ideal candidate has a strong understanding of billing procedures, excellent customer service skills, and the ability to work well with other departments to maintain accurate and efficient billing processes. This position also requires strong analytical skills and an understanding of subscription models.

Key Responsibilities:

• Billing, Invoice Preparation & Processing: Generate accurate and timely invoices for customers, ensuring all charges align with company policies and customer agreements. Ensure that billing processes are accurate, efficient, and customer friendly. Work with internal team members to address payment issues, failed transactions, and refunds.

• Accounts Receivable Management: Track and monitor accounts receivable balances, process payments, and follow up on outstanding invoices to ensure timely payment collection.

• Billing Discrepancy & Escalation Resolution: Investigate and resolve billing discrepancies, errors, or escalations by working closely with customers and internal teams. Adjust invoices as necessary and communicate adjustments clearly.

• Customer Support for Billing Inquiries: Serve as the main point of contact for customer billing inquiries. Provide assistance, clarify charges, and address any concerns in a professional and courteous manner.

• Record-Keeping & Documentation: Maintain accurate records of all billing activities, including invoicing, payment receipts, and adjustments. Ensure documentation complies with company policies and financial regulations.

• Reporting & Analysis: Prepare regular billing reports and conduct analyses to identify trends, such as payment delays or recurring billing issues. Provide insights to help improve the billing process and enhance cash flow.  Update and maintain daily/weekly/monthly/etc financial reporting as it relates to subscription management.

• Collaboration with Other Departments: Coordinate with finance, sales, and customer service teams to align billing practices, communicate changes, and resolve any cross-functional billing issues.

• Compliance & Policy Adherence: Ensure billing practices comply with relevant regulations and company policies. Stay updated on industry standards and regulatory requirements.

• Manage Subscription Lifecycle: Oversee the end-to-end subscription process, including setup, renewals, upgrades, downgrades, and cancellations. Ensure accurate and timely processing of all subscription-related activities.

• Data Analysis & Reporting: Track, analyze, and report on subscription metrics (e.g., MRR, churn rate, ARR). Provide actionable insights to enhance subscription performance and identify areas for growth.

• Customer Support Collaboration: Work closely with the customer support team to resolve subscription-related inquiries and maintain a high level of customer satisfaction.

• Documentation & Compliance: Maintain documentation of subscription processes, policies, and best practices. Ensure compliance with applicable regulations and company policies.

Qualifications:

• Bachelor’s degree in Business, Marketing, Data Analytics, or related field.

• 2+ years of experience in billing, accounts receivable, subscription management, customer retention, or a similar role.

• Proficiency in subscription management platforms and CRM systems.

• Strong analytical skills with the ability to interpret complex data.

• Solid understanding of billing and accounting principles.

• Excellent communication skills with a customer-centric mindset.

• Attention to detail and the ability to manage multiple priorities effectively.

Preferred Skills:

• Experience in a high-volume billing environment.

• Familiarity with data entry, financial reporting, and billing metrics.

• Strong analytical and problem-solving abilities, with a proactive approach to identifying opportunities for improvement.

• Ability to handle sensitive and confidential information.

• Familiarity with digital products or SaaS subscription models.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.