Senior Manager, Collections

The Senior Manager of Accounts Receivable/Collections will own a global cash collections target of $150M-$200M per year and be responsible for the companywide strategy for hitting quarterly and yearly targets. This person will manage a team of 5-8 people and be responsible for the team’s KPI’s, SLA’s and the overall impact to company cash flows. This role requires a deep understand of our sales & financial systems including: CRM (Salesforce), ERP (Intacct and eventually NetSuite), and Ticket Platform (Freshdesk). They will be responsible for optimizing the use of these systems for a streamlined Order to Cash process. This person will automate outbound dunning campaigns for various customer segments and set up processes for the most efficient way to manage inbound customer disputes, requests, and questions. They will also evolve our current processes for cash collections forecasting, reporting and ongoing analysis. This leader will be crucial in keeping bad debt ratios to a minimum and in collaborating across Customer Success, Sales, Product, and other Go To Market teams to ensure that everyone understands when and why customers dispute payment. This person will help advise teams upstream in the process on improvements that will have a positive impact to cash. How you'll add value: Build a cash collections strategy that will work for various customer sizes and use casesAlign with executive leadership on key decisions for turning contracts into cash (e.g. when & how to deactivate customers, when & how to block future business, when & how to utilize concessions vs. consequences)Monitor daily, weekly & monthly cash targets to adjust strategies as needed to hit targetsCollaborate with CFO, FP&A and Accounting in setting cash targets for overall cashflow forecastingBuild automations within our ERP, ticketing platforms, or CRM for all outbound messagingField escalations from customers and CS, Sales & Partner leadership to understand challenges for specific cases Oversee day-to-day operations of the AR teams, including workforce planning, training, and managing performance through outbound efforts, inbound query processing, total dollars collected, etc.Lead highest-priority customer escalations through to satisfactory resolutionAnalyze root causes of systemic customer issues and develop solutions Drive execution of new AR systems implementations and process improvement initiativesMonitor account status and collections activities to minimize write-offsWork closely with Sales and Customer Success on renewal and retention initiatives Other duties as assigned. What you'll need to be successful in this role: 6+ years in billing, credit, collections, and/or customer service2+ years successfully leading teams Hands-on experience with complex customer issue resolutionExpert knowledge of subscription order-to-cash operations Exceptional relationship building and communication abilities Process orientation with analytical and problem-solving skillsSalesforce experience is a plus but is not requiredBachelor’s degree required

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