C.P. MADHUSUDAN
MANAGER, BILLING OPERATIONS
Bangalore,Karnataka
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
21
21
years of professional experience
Work History
Manager, Subscriptions & Billing
Freshworks Technologies Pvt Ltd
Chennai/Bengaluru
10.2023 - Current
- Responsible for maintaining Client relationships by supporting the process to meet the audit readiness, taking ownership of problem resolution in the process, accurately handling/processing transaction requirements, and promoting client satisfaction and sales face time (SFT) productivity in line with the business controls and meet the objective requirements and leading the process streamlining.
- Managing team and project budget.
- Planning and setting goals for the team
- Conducting performance evaluations of employees
- Supporting employees with training and development activities
- Monitoring team performance to ensure objectives are met
- Regular Interactions with the Sales, Finance, and AR team and resolve the issues, if any.
- Maintain a Satisfactory audit posture (Perpetual business Controls, and KCO/KCFR) and perpetual audit readiness
- Smooth Quarter.
- End and Month end closures without any slippages in billings/activations which has led the Sales team to achieve their targets
- Recognize and appreciate the efforts and achievements of team members regularly
- Be approachable and encourage an open-door policy, making employees feel comfortable sharing their thoughts and concerns
- Provide guidance and mentorship to help team members grow in their roles and careers
- Support continuous learning by providing access to training and development opportunities
- Communicate a zero-tolerance policy for discrimination or harassment
- Encourage autonomy and empower team members to make decisions within their roles
- Delegate responsibilities based on individual strengths and development goals
- Provide constructive feedback regularly and encourage a culture of feedback within the team
- Conduct periodic surveys to gather anonymous feedback on the work environment and make improvements accordingly
Team Lead, Subscriptions, and Billing
Freshworks Technologies Pvt Ltd
02.2021 - 09.2023
- Led the end-to-end billing operations for a diverse client base, ensuring accuracy and timeliness in invoice generation, payment processing, and revenue reconciliation
- Mapping clients, identifying improvement areas & implementing measures to maximise satisfaction levels
- Interact with Other Internal departments and work closely to complete work on time
- Ensuring continuous interaction with the customers to ensure areas of concern can be worked upon for improved service levels
- Handling onboarding calls for enhancing the service delivery & Serving as a point of contact for the clients for escalations
- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
- Formulating training programs to suit the dynamic environment & enhance efficiency, developing and & retaining talent, and attracting the best talent from the market
- Framing work direction for associates after a thorough assessment of their capabilities
- Preparing various monthly MIS reports about process/productivity
Coordinator – Customer Fulfilment, Integrated Supply Chain
05.2004 - 06.2006
- Primary responsibility to Invoice in ERP (Baan), MA Services Billing in DB2 (APCIS2) system, STG Hardware Billing (Thru APCIS-1, Java Based System) and IPLA Software Billing (thru SAP Billing Schedule) with below responsibilities
- Providing customer support to clients through e-mails
- Work closely with Market Support Representatives to plan Sale Orders and coordinate with the Inventory team for the allocation of materials for executing the Orders
- Validate Customer Purchase Orders /Contracts /Agreements for Commercial Cleanliness as per the statutory requirements & process guidelines & invoices in BAAN system ( ERP System )
- Co-ordinate with Domestic Logistics for queries relating to in warding of materials against customer orders scheduled for the day billing into ERP System
- Coordinate & liaise with Brand, Finance, Planning, and Contract management for processing and executing shipments on time
- Handled Profiles in the areas of Order Processing, MIS Reports, Insurance Reports, Taxation Reports, and Measurement Reports timely and efficiently
- Validate Customer Purchase Orders concerning Contracts and Terms of Business and Load the Order in Baan ( ERP System )
- Coordinated with the Planning/Inventory Team for material availability and arranged for shipments of material to the Customer
- The focal point for clarifications on invoicing queries & support to provide shipment status
- Coordinate with the AR team for Credit Validation
- Co-ordinate with the Logistics Team for the Shipment details and update the Customer about the status of their Orders
- Coordinate with the Brand and Business Finance for any Migrations in the Products get necessary approvals from Management and Customer and Load the Order as per the Standards
- Efficiently handle queries from regional MSRs regarding shipment status and provide necessary clarifications
- Be Upto date on tax structure by liaising with the Tax team and providing clarifications to MSRs regarding tax related queries
- Reports for Taxation and Insurances departments
- Coordinate with planning/Inventory team for allocation of stocks, which enables Billing of the planned orders
Marketing Executive
Development Credit Bank
12.2003 - 05.2004
- Coordinate Reward & Recognition programmed for the business improvements
- Tracking - Employee Team outing expenses
- Schedule & organize meetings for all Customers
- Internal & external correspondence & Data analysis & preparation of decks
Education
MBA - Project Management
Suresh Gyan Vihar University
B Com -
Gitam University
Skills
LEADERSHIP
undefinedAccomplishments
IBM System X Award - 2006
Outstanding Team Contribution - 2008
Certificate of Excellence _ IBM & ANZ- 2009
Excellent Team Player - 2010
The Best of IBM - 2011
Team Leader Workshop - 2012
Most Valuable Player - 2013
Client Hero - 2011
Team Award - 2015
Certificate of Excellence - 2020
Nominated for Extra Mile Spot Award - 2021
Languages
English
Advanced (C1)
Hindi
Intermediate (B1)
Tamil
Elementary (A2)
Timeline
Manager, Subscriptions & Billing
Freshworks Technologies Pvt Ltd
10.2023 - Current
Team Lead, Subscriptions, and Billing
Freshworks Technologies Pvt Ltd
02.2021 - 09.2023
Coordinator – Customer Fulfilment, Integrated Supply Chain
05.2004 - 06.2006
Marketing Executive
Development Credit Bank
12.2003 - 05.2004
MBA - Project Management
Suresh Gyan Vihar University
B Com -
Gitam University
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