Contracts Administrator in Falls Church, Virginia at Kastle Systems

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.

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

• 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.