Lendware

Billing Operations Map

Team: 1 Controller, 1 Rep

Tech: Stripe, QuickBooks, HubSpot

D. Expansion (Seat Additions)

Complete process documentation and controls

Trigger

Customer requests additional seats via HubSpot ticket, email, OR customer adds user directly (detected via 'upgrade' Slack channel tied to database)

Process Steps
  1. 01Customer submits seat addition request via HubSpot ticket OR adds user directly (triggers 'upgrade' Slack notification)
  2. 02If Slack notification, Tim tags account manager or Krystal
  3. 03Rep validates request and checks current seat count in billing system
  4. 04Rep creates contract addendum for new seat(s) - one contract per user or batch multiple users if added simultaneously
  5. 05Customer signs contract addendum (via PandaDoc)
  6. 06Claudio updates subscription in billing system with new seat count
  7. 07Billing system calculates proration (immediate charge for monthly-paid, prorated invoice for annual-paid)
  8. 08Krystal reviews prorated invoice and confirms payment received
  9. 09Rep provisions additional seats and sends confirmation email
  10. 10Rep logs expansion in HubSpot and closes ticket
  11. 11Krystal updates revenue forecast in QuickBooks
Customer Touchpoint

Email: "Your team is growing! We've added [X] seats to your account. Here's your updated invoice." Sent within 24 hours of request.

Failure Modes

Missed expansion request, unreported user additions (customer adds user without notifying billing), incorrect seat count, proration error, seats provisioned before payment, double billing, contract addendum not signed

Controls

HubSpot ticket SLA (24-hour response), Krystal approval required before provisioning seats, billing system proration validation, 'upgrade' Slack channel monitoring by Tim, weekly/monthly seat count verification by Krystal, contract language update: 'Adding a seat = annual commitment to that seat, even if user removed later', contract addendum required for all seat additions

Stage Metadata
Quick reference information

System of Record

Stripe/QuickBooks (subscription), HubSpot (ticket), Slack 'upgrade' channel (user addition notifications)

Owner

Claudio (Responsible for execution), Krystal (Accountable for payment and revenue recognition), Tim (Responsible for monitoring 'upgrade' Slack channel)

Inputs

Customer ID, current seat count, requested seat count, effective date

Outputs

Updated subscription in billing system, prorated invoice paid, additional seats provisioned, contract addendum signed, HubSpot ticket closed, revenue updated in QuickBooks

RACI Roles
RResponsible (does the work)
AAccountable (decision-maker)
CConsulted (provides input)
IInformed (kept in loop)