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Why billing is a core product experience at Twilio & Atlassian | Vina McAllister
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In this episode of Unpack Pricing, Scott Woody, co-founder and CEO of Metronome talks with Vina McAllister, Vice President, Product Management - Commerce & Monetization at Twilio.
Vina and Scott discuss how billing and commerce platforms need to be viewed as core customer experiences rather than just finance functions, drawing on Vina's experience at Twilio and Atlassian. They explore why successful billing product managers must understand the full business ecosystem - from sales and finance to customer behavior - to create seamless experiences that drive growth.
FULL TRANSCRIPT AVAILABLE HERE:
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FOLLOW:
Scott
https://www.linkedin.com/in/scott-woody-21677121/
Vina
https://www.linkedin.com/in/vmmcallister/
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CHECK OUT:
Twilio:
Metronome:
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TIMESTAMPS:
(00:00) Preview and Intro
(03:19) Atlassian's customer self-service
(04:45) The necessity of prioritizing customer needs
(06:00) A product manager’s role across domains
(08:40) Event-based pricing and billing challenges
(13:20) Unifying & simplifying multi-product experiences
(15:50) On having clear strategies to integrate acquisitions
(19:00) Advocating for commerce and billing as core business function
(22:55) The argument that billing is not just a financial tool
(26:05) Viewing billing teams as product teams
(33:35) Navigating cross-functional challenges with empathy
(38:05) How to become a successful billing PM
(40:30) Empowering billing teams from order taking to problem solving
(45:15) Importance of outcome-based pricing
(47:40) Billing's evolution towards customer experience
(48:33) Wrap
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