Senior Analyst, Netsuite Order Management

About Dialpad
Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role
As the Senior Analyst, NetSuite Order Management, you will help scale and improve Dialpad’s contract reviewing and billing operations to accommodate revenue growth. The Senior Analyst will be responsible for managing the day-to-day contract review process in NetSuite and leading the process and systems optimization. The ideal candidate will have extensive knowledge of the NetSuite platform and OTC best practices and will work cross-functionally with various departments such as Deal Desk, Orders, Billing, Sales, IT, Finance, and Customer Success leaders to drive efficiency, accuracy, and customer satisfaction. You will help lead a high-visibility function that regularly interacts with customers, multiple internal departments, and external auditors. The ideal candidate excels at planning, facilitation, coordination, and communication.
We are seeking a highly skilled and experienced Senior Analyst, NetSuite Order Management to enhance the contract review process to ensure accurate and timely billing. This individual will be responsible for reviewing contracts and ensuring that the contract terms are integrated correctly into NetSuite before invoice generation & revenue recognition. 

This position reports to our Senior Manager, Billing & NetSuite Order Management and has the opportunity to be based in our Pasig City, Metro Manila Office. 

What you’ll do

• Review the contract/sales order, ensuring the subscription is set up accurately in NetSuite for timely and accurate billing for all customers, including new bookings, renewals, usage-based billing, and ad-hoc charges.
• Strong understanding of SaaS billing models, including subscription, usage-based, and hybrid models.
• Collaborate with the Billing, Deal Desk, Sales, FP&A, IT, and Customer Success teams to streamline order-to-cash processes, improve operational efficiency, and resolve issues.
• Review SFDC Closed Won report on a weekly basis to ensure billing is complete and recorded on time.
• Assist in the migration of customers from the legacy NetSuite billing system to SuiteBilling by ensuring subscription records are set up accurately. 
• With guidance from the Senior Manager, evaluate existing contract review processes to identify areas for improvement, streamline workflows, and implement best practices to ensure accurate billing and revenue recognition.
• Work with the Senior Manager to resolve complex contracts and order processing issues.
• Responsible for correcting subscription records in NetSuite if they are set up incorrectly.
• Assist with external audit requests and SOX control walkthroughs as required.
• Participate in projects and other ad-hoc tasks related to order-to-cash processes as needed.

Skills you’ll bring

• Bachelor’s degree in finance, accounting, or a related field.
• Able to work in the US Pacific Time Zone. 
• 5+ years of experience in order management, billing operations, and process improvement.
• Proficient with NetSuite and billing software (SuiteBilling) and CRM tools (Salesforce), with a demonstrated ability to implement and optimize new systems.
• Excellent communication skills, with the ability to collaborate cross-functionally and resolve customer issues efficiently.
• Experience with ASC 606 and revenue recognition is a plus.
• A good command of GSuite and Microsoft Excel skills.
• Strong analytical skills, exceptional organization and time management skills, and the ability to work autonomously.

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. 

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.