ConnectWise Revenue Operations Specialist

About the role

The ConnectWise Revenue Operations Specialist plays a crucial role in ensuring the accuracy and efficiency of billing configurations, service agreements, and reporting within the ConnectWise platform. This position supports the Customer Success team by maintaining accurate records, identifying and resolving discrepancies, and collaborating with various departments to ensure seamless operations.

Responsibilities

• Manage the day-to-day billing cycle in ConnectWise, including invoice creation, processing, and distribution, ensuring timeliness and compliance with established procedures.
• Maintain billing accuracy through reconciliation, discrepancy identification, and client record maintenance.
• Identify billing discrepancies, agreement misconfigurations, or workflow inefficiencies, and bring them to the COO with recommended solutions for review and approval, implementing changes as authorized.
• Help correct timesheet entries with multiple co-managed locations, ensuring time is entered correctly with location, agreement, and work roles.
• Configure and maintain client service agreements in ConnectWise, ensuring alignment with business goals and client deliverables.
• Implement SLA settings, billing parameters, and work type mappings as defined by the COO, ensuring accurate service alignment.
• Leverage ConnectWise tools and reporting to support leadership and Customer Account teams in monitoring agreement performance, renewals, and profitability.
• Partner with the Customer Account teams to review PowerBI reporting data pulled from ConnectWise, Sentinel One, LogicMonitor, Veeam, and other platforms ensuring accuracy of the information presented to customers in QBRs and weekly meetings.
• Coordinate with service delivery and sales teams to ensure Project billing, T&M and agreements reflect actual services and proposals, collaborating to resolve any discrepancies in a timely and effective manner.
• Serve as a ConnectWise subject-matter resource for the Customer Account team, helping translate platform data into clear, client-ready insights.
• Partner with the COO to identify and implement opportunities that streamline revenue-related and customer-facing processes.
• Stay current on ConnectWise updates and share relevant new features or workflow improvements with the billing and Customer Success teams.

Requirements

• Education and Work Experience: Associate or bachelor's degree preferred, 2+ years in an administrative/operations position, 4+ years of experience with ConnectWise Manage/PSA billing processes.
• Technical Skills: Strong proficiency in workplace software applications (MS Office – Word, Excel, PowerPoint; Outlook; Teams), PowerBI, and ConnectWise billing processes.
• Soft Skills: Extremely organized and detail-oriented, excellent verbal and written communication skills, ability to handle high volumes of requests and tasks, time management, can-do attitude, and demonstrated ability to work in a team environment.
• Other: Exceptional critical thinking, problem analysis and resolution, analytical mindset for evaluating agreement profitability, understanding of SLA configuration and monitoring, experience with MSP pricing models and service bundles, knowledge of contract management best practices, experience partnering with Customer Success or account management teams on client reporting, tech savvy, comfortable with digital tools and quick adaptation to new software or systems.

Work Location/Remote Status

This position is eligible for remote work, within a state where Managed Solution has payroll operations. Employees will work from a home office within an assigned state. This role works in close partnership with the COO and the Customer Account team.

Shift + Availability

Monday through Friday, hours to be agreed upon based on Company needs. Operates in Pacific Time Zone, though some scheduling flexibility may be offered for employees in other regions.

Physical Requirements

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards. The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver objects up to 10 pounds; to communicate in written and spoken English; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.