NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Role Overview

Acts as a point of contact for information requests regarding the order to cash lifecycle. Be the primary liaison between Finance and cross-functional teams. Coordinate responses to internal inquiries related to billing, payments, credit memos, collections, and customer account holds, while using trend data to recommend process improvements that enhance customer experience and accelerate cash flow. Deploys resources, documentation, and communications regarding program or policy changes. expert knowledge of entire order-to-cash program.

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Issue Resolution: Manage and resolve escalated financial issues related to discrepancies, disputes, collections, and account reconciliations, ensuring timely and accurate resolution.
• Root Cause Analysis: Perform in-depth root cause analysis of recurring financial issues, providing recommendations for process improvements to prevent future escalations.
• Collaboration: Work closely with cross-functional teams, including Finance, Billing, Accounts Receivable, and Customer Service, to address and resolve escalations efficiently.
• Customer Support: Act as a primary point of contact for high-profile or complex customer accounts, providing expert guidance and ensuring a positive resolution to financial issues.
• Data Analysis & Reporting: Analyze financial data to identify trends and provide insights into the types of escalations received. Prepare detailed reports on resolution outcomes and recommend process improvements.
• Compliance: Ensure all escalations are handled in compliance with company policies, accounting principles, and regulatory requirements
• Documentation: Maintain detailed documentation of all escalation cases, including the nature of the issue, resolution steps taken, and final outcomes.
• Process Improvement: Work on continuous process improvement initiatives by identifying patterns in escalations and recommending system enhancements or policy changes to mitigate future issues.
• Mentorship & Training: Provide mentorship and training to financial staff on handling complex issues and escalations, ensuring they are equipped with the necessary skills to resolve customer concerns.
• Stakeholder Communication: Communicate effectively with internal and external stakeholders, including senior leadership, on the status of escalated issues and potential risks to the business. 

Additional job responsibilities:

• Resolution Desk
  • Primary contact for requests regarding the order to cash lifecycle.
  • Deploys resources, documentation, and communications regarding program or policy changes. expert knowledge of entire order-to-cash program.  

Role Qualifications and Requirements

       The following are minimum qualifications and requirements for this role: 

• Bachelor’s degree in finance, Accounting, Business Administration, or 7+ years related experience.
• Minimum of 3-5 years of experience in Quote-to-Cash processes, process optimization, or operations management, with at least 2 years in a project management role.
• Strong analytical and problem-solving skills, time-management
• Proficiency in financial modeling and reporting.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational abilities.
• Ability to work independently and as part of a cross-functional team.
• Proficiency in financial software and tools (e.g., Excel, ERP systems, project management software).

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.