Autura

Role Description Location: This role is remote, the candidate must live out of one of the following states: - Nevada - Tennessee - Ohio - Florida - Texas At Autura, we’re all about the team and looking for individuals who embody empathy, ambition, and a strong team spirit. Right now, we’re looking for a Partner Support Specialist I to join our Core Partner Support Team . As the Partner Support Specialist I , you will be responsible for providing exceptional support to over 70+ agency partners and 600+ towing and impound providers in our network across several regions. You will be the first point of contact for partner inquiries, troubleshooting, and issue resolution. The ideal candidate will be driven by the challenge of providing high quality service to our clients and partners to ensure our users have an awesome experience working with Autura! What You’ll Be Doing: - Deliver exceptional and prompt customer service to partner inquiries through various channels including, phone, email, and additional tools. - Engage actively in meetings and training sessions as needed to stay updated on processes and industry knowledge. - Identify and troubleshoot technical issues reported by partners and escalate complex issues when necessary. - Provide clear information to partners regarding products, services, and policies. - Document accurate and up-to-date records of interactions or issues. - Maintain our internal inventory management system, accurately recording essential tow information through data entry. - Coordinate, oversee, and dispatch tow operations in multiple regions, ensuring smooth dispatch and monitoring processes. Qualifications - 2-3 years’ experience in a customer support experience or in a similar role. - Strong problem-solving skills. - Exceptional communication, both written and verbal. - Familiarity with smartphone technology and web-based applications preferred. - Ability to work in a fast-paced environment and adapt to change. - Track record of working in both a team environment and independently. - Detail-oriented with excellent organization and multitasking abilities. - Motivated to learn and takes initiative.

Title: Revenue & Billing Operations Manager Location: Philadelphia, PA Job Description: Revenue & Billing Operations Manager Department: Finance & Accounting Reports To: Controller Location: Remote, with a preference for candidates based in Kansas City, Philadelphia, Houston, Dallas, Boston, Miami, or Cleveland. We gather as a team intentionally throughout the year and expect this person to be available for in-person time when it matters. Role Summary Autura is looking for a Manager of Revenue & Biling Operations to own the full billing-to-cash cycle, including customer contract review and revenue recognition. This role will be responsible for designing and implementing a more efficient billing and collections process with the use of automation and technology. Leading a team of two direct reports, you will ensure the timely and accurate billing of 2,500+ customers across multiple entities and revenue streams. This is a highly impactful and visible role connecting with Sales, Customer Service, Data and Legal. What You'll Own Billing, Contracts & Revenue Recognition - Invoice across multiple entities and revenue streams (subscription, transaction-based, professional services, government contracts); manage billing cadences for 2,500+ customers against contract terms, rate schedules, and usage data. - Represent accounting and finance during the contract review process, confirming proper terms and conditions before customer contracts are signed. - Ensure proper revenue recognition in accordance with ASC 606. - Reconcile billing activity to the subledger and GL in NetSuite monthly; maintain billing templates, rate tables, and customer configurations Collections & Cash Application - Own the collections cycle end-to-end: aging review, outreach cadences, escalation, dispute resolution, and cash application across all entities. - Monitor AR aging, flag risk with context, negotiate payment plans with proper documentation, and escalate to legal or external partners when needed. - Assist with forecasting cash collections on a weekly and monthly basis. Process Design & Automation - Audit current workflows, identify unnecessary manual steps and gaps, build solutions with a focus on automation, workflows and scalability. - Evaluate and configure third-party tools (billing platforms, payment portals, AR automation software, Claude AI) that extend NetSuite capabilities; build triggers and escalation logic so issues surface without manual review Cross-Functional & Leadership - Serve as the billing and AR subject matter expert for Sales, CS, Legal, and FP&A; partner with Sales to flag contract discrepancies and ensure billing matches closed deals - Set the process standard for the function, mentor team members as the org scales, support new customer onboarding, and contribute to audits and revenue-related projects What We're Looking For Required - 5+ years of order to cash & 2+ years of management experience at $50M+ revenue scale with 2,500+ active customers across multiple entities - Track record of building or significantly redesigning billing and collections processes -- not just running existing ones - Contract experience: identifying terms and milestones, translating contract language into accurate invoices - Working knowledge of ASC 606 across subscription, professional services, and transaction-based arrangements - Hands-on NetSuite: saved searches, workflow rules, billing schedules, period-close, and report building - Salesforce experience: opportunity and contract records, billing validation data pulls, Sales-to-Finance handoff Preferred - Extensive Netsuite configuration and admin experience. - Experience with payment platforms and multiple income streams - SaaS/subscription and government/municipal contract billing; prior PE-backed or high-growth environment What Success Looks Like in Year One - Continued reduction of AR aging over 60 days; billing cycle time measurably reduced - Collections running on an automated cadence with minimal manual triggering - Contract-to-invoice traceability established; full process documentation in place - AR collection predictability and consistency

• Own and grow Autura's enterprise and strategic account portfolio, driving retention, expansion, and long-term platform adoption across our most complex customer relationships. • Own a personal portfolio of strategic accounts in addition to team leadership responsibilities during the buildout phase. This role requires a player-coach who is as comfortable in the work as above it. • Serve as the senior escalation point for high-stakes customer situations — bringing calm, structure, and a clear recovery path to at-risk accounts. • Build and lead a team of Strategic Customer Success Managers, setting the standard for how Autura engages its most important customers. • Develop and operationalize account planning frameworks, executive business review processes, and customer health strategies that scale as the portfolio grows. • Partner with Sales to identify and convert expansion opportunities within existing accounts — helping customers grow their business by extending their use of Autura across new product areas, including TowPay, Marketplace, and future offerings. • Navigate multi-stakeholder relationships within enterprise organizations — from operators and dispatch managers to executives and ownership groups — to deepen Autura's presence and uncover new opportunities. • Work closely with Product, Implementation, and Support to translate customer needs into platform improvements and ensure customers are realizing full value across integrated product lines. • Bring a consultative, project-based approach to enterprise engagements — acting as a trusted advisor who helps customers run their operations more efficiently using Autura as the backbone. • Represent Autura at industry events, motor club partnerships, and towing association conferences to build relationships and stay close to where the industry is heading. • Partner with executive leadership on acquisition integration — helping bring acquired products and customer bases into the Autura ecosystem in a way that feels connected and coherent to customers. • Own post-implementation engagement to ensure customers are actively using the platform — tracking adoption metrics, identifying gaps, and driving customers toward the outcomes that made them buy in the first place. • Build and maintain a customer health framework across the strategic portfolio — using leading indicators to get ahead of churn risk before it becomes an escalation. • Own or co-own renewal strategy for strategic accounts, including multi-year contract planning, pricing conversations, and risk mitigation on complex renewals. • Lead change management for strategic accounts through product updates, platform migrations, and new feature rollouts — ensuring customers are prepared, adoption is supported, and disruption to their operations is minimized.

• Manage multiple concurrent implementation projects for new and upgrading customers, ensuring timely and successful deployment of Autura’s TMS solutions. • Conduct discovery sessions to understand customer operations, define success criteria, and tailor implementation plans accordingly. • Set clear expectations with customers and internal stakeholders regarding timelines, responsibilities, and escalation paths. • Coordinate cross-functional collaboration between product, support, and customer teams to ensure alignment and transparency. • Deliver training sessions and empower customers to use the system autonomously, following best practices and implementation roadmaps. • Monitor post-launch usage and ensure a successful handoff to Support Services and Customer Success. • Provide technical support and troubleshooting during the implementation phase to ensure a smooth customer experience. • Most implementations are conducted remotely, but occasional travel (up to 25%) may be required for key customer engagements, primarily for on-site training and go-live support.

About Autura Autura is the leading software platform for the towing and recovery industry, providing purpose-built solutions that help towing operators run more efficient, profitable businesses. Our integrated product suite spans dispatch, impound management, compliance, and payments — giving operators a single platform to manage their entire operation. About the Role As an Implementation Manager on the Professional Services team, you will be responsible for leading the successful implementation of Autura’s Towing Management System (TMS) software for a wide range of customers, with a primary focus on small to mid-sized towing & recovery businesses. You will serve as the main point of contact for the customer’s onboarding journey from sales to go-live, ensuring they receive the value of the solution. This role requires strong organizational skills, the ability to manage multiple concurrent projects, and excellent communication to ensure customer success and product adoption. You’ll thrive in a fast-paced environment where prioritization and time management are key to delivering high-quality implementations at scale. What You’ll Be Doing - Manage multiple concurrent implementation projects for new and upgrading customers, ensuring timely and successful deployment of Autura’s TMS solutions. - Conduct discovery sessions to understand customer operations, define success criteria, and tailor implementation plans accordingly. - Set clear expectations with customers and internal stakeholders regarding timelines, responsibilities, and escalation paths. - Coordinate cross-functional collaboration between product, support, and customer teams to ensure alignment and transparency. - Deliver training sessions and empower customers to use the system autonomously, following best practices and implementation roadmaps. - Monitor post-launch usage and ensure a successful handoff to Support Services and Customer Success. - Provide technical support and troubleshooting during the implementation phase to ensure a smooth customer experience. - Most implementations are conducted remotely, but occasional travel (up to 25%) may be required for key customer engagements, primarily for on-site training and go-live support. About You - Proven experience in software implementation, customer success, or technical project management, preferably in a SaaS environment. - Proven ability to manage multiple projects and stakeholders simultaneously. - Excellent verbal and written communication skills. - Highly organized with strong attention to detail and a proactive mindset. - You leverage AI tools to boost productivity and enhance customer experiences, driving continuous improvement. - Comfortable working in a fast-paced, distributed work environment. - Passionate about customers, problem-solving, and continuous improvement. - Strong understanding of TMS or similar operational software platforms is a plus. Please note that this list is not exhaustive, and your job duties and responsibilities may be modified, expanded, or reassigned at the discretion of the company, based on business needs. Who We Are & Benefits Autura is committed to providing modernized benefits and a culture where people do their best work. - Competitive compensation - Comprehensive medical coverage, including company HSA contributions - 401(k) with a 4% company match - Open/Unlimited Paid Time Off - Remote-first flexibility, with meaningful in-person time as your team needs Autura is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. We purposefully cultivate a workplace where team members can thrive authentically and tenaciously to innovate, grow, and achieve both individual and shared goals. We recognize that creating an inclusive environment requires continuous effort and a willingness to adapt. As we continue to grow, we will proactively adapt our practices to embrace the diverse future ahead, promoting a culture of opportunity for all. Equal Opportunity Employer: We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status. Please note that this list is not exhaustive, and your job duties and responsibilities may be modified, expanded, or reassigned at the discretion of the company, based on business needs

• Own the post-sale activation pipeline for TowPay cross-sell opportunities across the customer base • Directly drive activation with assigned accounts while equipping and enabling other Customer Ops team members to do the same at scale • Develop repeatable playbooks, messaging, and objection-handling frameworks to accelerate time-to-live • Track and report on activation rates, identify bottlenecks, and drive continuous improvement • Once customers are live, drive adoption of TowPay across transaction types, locations, and workflows • Partner with other customer facing teams to embed payments into customer habits and workflows • Identify underutilizing accounts and develop targeted engagement strategies to increase volume and depth of use • Serve as the subject matter expert on TowPay best practices for the broader Customer Ops team • Act as the primary liaison between Autura's finance team and customers on chargeback disputes, fraud flags, and risk escalations • Help customers understand their risk exposure and adopt practices that reduce chargebacks and protect their payment standing • Work cross-functionally to ensure Autura's risk policies are communicated clearly and applied consistently • Partner with sales teams across Autura's product lines to ensure TowPay booking estimates are grounded in realistic activation assumptions • Support smooth customer handoffs from sales to implementation by establishing clear expectations around the payments onboarding process • Provide deal-level input on payment-related questions and customer readiness • Synthesize customer feedback and field observations into structured, actionable input for the product team • Serve as the voice of the customer on payments — surfacing friction points, feature gaps, and competitive context that should inform roadmap priorities

About Autura Autura is the leading software platform for the towing and recovery industry, providing purpose-built solutions that help towing operators run more efficient, profitable businesses. Our integrated product suite spans dispatch, impound management, compliance, and payments — giving operators a single platform to manage their entire operation. The Opportunity TowPay, Autura's integrated payment solution, represents one of our most significant growth opportunities — and we're looking for a Payment Operations Manager to own it. This is a senior individual contributor role sitting at the intersection of customer success, revenue, and product. You'll be responsible for driving both the activation of TowPay across our customer base and maximizing how deeply it's used once live. You'll bring a strong payments background — ideally from a vertical SaaS environment — and know how to move the needle in a business where integrated payments are both a product and a revenue driver. This role should sit in one of our Autura Hub Cities: Dallas, Houston, Kansas City, Cleveland, Las Vegas, Miami, DC, Buffalo, Atlanta You should be open to travel 10-20% of the year What You'll Own TowPay Activation - Own the post-sale activation pipeline for TowPay cross-sell opportunities across the customer base - Directly drive activation with assigned accounts while equipping and enabling other Customer Ops team members to do the same at scale - Develop repeatable playbooks, messaging, and objection-handling frameworks to accelerate time-to-live - Track and report on activation rates, identify bottlenecks, and drive continuous improvement TowPay Utilization & Expansion - Once customers are live, drive adoption of TowPay across transaction types, locations, and workflows - Partner with other customer facing teams to embed payments into customer habits and workflows - Identify underutilizing accounts and develop targeted engagement strategies to increase volume and depth of use - Serve as the subject matter expert on TowPay best practices for the broader Customer Ops team Fraud & Chargeback Risk Management - Act as the primary liaison between Autura's finance team and customers on chargeback disputes, fraud flags, and risk escalations - Help customers understand their risk exposure and adopt practices that reduce chargebacks and protect their payment standing - Work cross-functionally to ensure Autura's risk policies are communicated clearly and applied consistently Sales Collaboration - Partner with sales teams across Autura's product lines to ensure TowPay booking estimates are grounded in realistic activation assumptions - Support smooth customer handoffs from sales to implementation by establishing clear expectations around the payments onboarding process - Provide deal-level input on payment-related questions and customer readiness Product Feedback Loop - Synthesize customer feedback and field observations into structured, actionable input for the product team - Serve as the voice of the customer on payments — surfacing friction points, feature gaps, and competitive context that should inform roadmap priorities What We're Looking For - 6–10 years of experience in payments, payment operations, or a closely related field - Hands-on experience with integrated payments inside a vertical SaaS business — you understand how payments fit into a broader software workflow, not just as a standalone product - Proven track record of driving payment adoption and utilization, not just implementation - Familiarity with chargeback and fraud management processes in a SaaS or fintech context - Strong cross-functional collaborator — comfortable working across Customer Success, Finance, Sales, and Product - Data-driven and organized, with the ability to manage a pipeline of accounts and activation activities simultaneously - Excellent communicator who can translate payment complexity into clear guidance for customers and internal teams - Self-starter mindset with the ability to build structure and playbooks in a scaling environment Nice to Have - Experience in the towing, fleet, field service, or adjacent industries - Familiarity with ISV/PayFac payment models - Experience enabling or coaching non-payments colleagues to support payments-adjacent conversations Who We Are & Benefits Autura is committed to providing modernized benefits and a culture where people do their best work. - Competitive compensation - Comprehensive medical coverage, including company HSA contributions - 401(k) with a 4% company match - Open/Unlimited Paid Time Off - Remote-first flexibility, with meaningful in-person time as your team needs Autura is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. We purposefully cultivate a workplace where team members can thrive authentically and tenaciously to innovate, grow, and achieve both individual and shared goals. We recognize that creating an inclusive environment requires continuous effort and a willingness to adapt. As we continue to grow, we will proactively adapt our practices to embrace the diverse future ahead, promoting a culture of opportunity for all. Equal Opportunity Employer: We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status. Please note that this list is not exhaustive, and your job duties and responsibilities may be modified, expanded, or reassigned at the discretion of the company, based on business needs

• Own the post-sale handoff from Sales through seller launch; ensure sellers are onboarded, trained, operationally ready, and running their first successful auctions. • Educate sellers on Marketplace workflows, listing best practices, inspections, pricing, and auction cadence to ensure they are set up for repeat success. • Serve as the primary point of contact for a portfolio of Marketplace sellers; manage day-to-day communication, planning, and ongoing support. • Proactively monitor seller health, engagement, and auction activity to identify risk and intervene before churn or inactivity occurs. • Work with sellers to improve auction outcomes through better inventory mix, listing quality, timing, pricing strategy, and operational readiness. • Use Salesforce to execute playbooks, track seller health, and report on activation, retention, and engagement metrics. • Identify qualified opportunities for additional Autura products or services and route them to the Sales team. • Handle cancellation requests, objections, and seller issues; coordinate with Ops, Product, and Finance to resolve blockers. • Build relationships with decision-makers, champions, and day-to-day users within seller organizations. • Partner with Sales, Marketplace Operations, Product, and Marketing to deliver a seamless seller experience from launch through ongoing operations. • Capture seller feedback, obstacles, and success stories and relay them to the Director of Customer Success to continuously improve the seller journey.