Contracts Administrator

Overview

Join the leader in providing smarter solutions for a safer world.

This is one of the few seats in Client Services that touches the entire business in a single day - Client Services, Sales, Accounting, Collections, and Legal all rely on this person to keep contracts and billing accurate. It's a strong next step for career progression for someone who is looking for an expanded role in customer service. This role will build broad, cross-functional fluency fast, and it's built for someone who wants to become the go-to resource - the person other departments call first when a contract, a bill, or an account is stuck.

The Contract & Billing Administrator owns the accuracy and integrity of client billing and contracts for the Mid-Atlantic region. This person reviews and approves Customer Change Requests (CCRs) - the official accounting record for any change to a client account - before they move to Accounting; drafts and tracks service agreements, renewals, and budget contracts; manages account takeovers; and acts as the internal resolution point for billing, contract, and account-history questions that Client Services, Accounting, Collections, and Sales can't resolve on their own.

This is an analysis-and-execution role, not a routing role. The person in this seat is expected to read a contract against a bill, identify the discrepancy, and fix or draft the correction - not simply forward the question to someone else.


Responsibilities

Key Responsibilities

CCR Review & Approval (Accounting Gatekeeping)

• Reviews, edits, and approves Customer Change Requests (CCRs) of all types before submission to Accounting; sustains a working queue of 50+ open CCRs at any given time.
• Drafts CCRs directly to resolve rebills, fee corrections, and other billing adjustments identified through research or customer inquiry.
• Manages an ongoing "on hold" queue of management-change CCRs, following up until a signed contract or proper supporting documentation is received to close each one out.

Contract & Budget Administration

• Prepares budget requests and projections tied to new and renewing contracts - a high-volume, seasonal workload that peaks during budget season.
• Drafts, reviews, and tracks service agreements and renewal contracts in coordination with Account Managers, ensuring the signed agreement and the resulting bill match.
• Reviews and activates new customer accounts resulting from a system or portfolio transfer.
• Follows up with Account Managers on opportunities pending client signature; maintains agreement and renewal documentation in the CRM and shared drives.

Account Takeovers (System Turn Ons)

• Manages, reviews, and executes takeover transactions for accounts changing ownership or management, typically carrying a double-digit caseload at any given time.

Cross-Functional Research & Escalation Point

• Serves as the primary point of contact for billing and contract questions from Client Services, Accounting, Collections, Sales, and Leadership, fielding a high volume of daily inbound requests that require research and a written resolution.
• Conducts detailed financial research into client account and billing history across multiple systems to resolve disputes, discrepancies, and inquiries.
• Replies with clear resolution and next steps for all contract- and billing-related inquiries.

Reporting & Data Management

• Owns the monthly attrition/loss report, including associated data tagging.
• Runs recurring code-name assignments for designated accounts and the monthly Accounting-Client Services collaboration touchpoint.
• Prepares quarterly deliverables for strategic accounts (e.g., vacancy credit calculations).
• Completes ad hoc analyses and reporting in support of internal stakeholders.

Cross-Functional Liaison

• Collaborates with in-house legal counsel post-execution on agreement development and process improvement.
• Serves as liaison between Client Services, Legal, and Accounting on contract and billing resolutions.

Qualifications

Qualifications

• HS Diploma
• 2+ years in customer support, contract administration, billing, accounting support, or a related field preferred (or related Kastle experience)
• Ability to read and understand customer contracts and invoices to identify mismatches - requiring financial and analytical judgment in addition to document processing.
• Experience with CRM systems and navigating multiple internal software platforms to research account and billing history.
• Strong written communication; frequently the last check before Accounting and the first response to an escalated CSM request.
• Demonstrated ability to manage a high volume of concurrent open items (CCRs, budget items, takeovers) while maintaining strong communication and follow up.
• High attention to detail. This role plays a critical role in ensuring accuracy, reducing future errors on client invoices before the process moves to accounting.
• Able to work independently and prioritize a high-volume, multi-source queue with minimal day-to-day direction.
• Working knowledge of Microsoft Dynamics AX (or comparable ERP), including navigating account and billing history within it.

Company Overview

The anticipated base salary range for this position is $61,000 - $77,000 annually, depending on experience, skills, education, and other job-related factors. This range reflects base pay only and may not include bonus, commission, equity, or other incentive compensation, where applicable. Actual offers are determined individually based on the candidate's qualifications and internal equity considerations. Kastle Systems (and its affiliate, i2G) offers a competitive benefits package, which may include medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits, depending on position and location.