Global Billing Operations (Collections) Manager | PST or CST | Remote

1 month ago
Full-time
Senior
Finance and Accounting
Grafana

Grafana

Grafana is the open observability platform providing analytics, monitoring, and visualization solutions with a focus on user control and cost efficiency.

IT Services
1K-5K
Founded 2014
$535M raised

Description

  • Own the end-to-end collections process for the entire AR aging, driving timely resolution of past-due balances through proactive outreach and negotiation.
  • Manage collections through a case management system, owning assigned tickets, queues, and escalations end to end.
  • Evolve and enhance collections strategies aligned with company policies, customer segmentation, and risk profiles.
  • Analyze AR aging, payment trends, consumption patterns, and dispute data to identify risk, prioritize actions, and improve cash flow.
  • Resolve billing disputes by coordinating with Billing, Sales, and other internal teams and lead resolution of complex collections escalations.
  • Own the downgrade and bad debt write-off process, ensuring proper review, documentation, and approvals.
  • Spearhead continuous improvement initiatives leveraging AI for process documentation, automation, and tooling enhancements.
  • Build systems and workflows that reduce manual effort and enable efficient, repeatable collections operations.
  • Provide insights and recommendations to leadership on AR health, customer risk, and process efficiency, including Collections cash forecasting.
  • Support month-end and quarter-end close activities related to accounts receivable and mentor junior team members across Order to Cash.

Requirements

  • 5+ years of experience in B2B collections, accounts receivable, or Order-to-Cash roles.
  • Strong understanding of AR processes, billing systems, and dispute management.
  • Experience supporting SaaS businesses, including consumption or usage-based pricing models.
  • Experience managing collections for cloud marketplaces (AWS, GCP, Azure) strongly preferred.
  • Proven ability to manage complex customer relationships and conduct sensitive financial conversations.
  • Analytical, risk-aware mindset with experience using data to prioritize work and influence outcomes.
  • Strong systems mindset with a passion for automation and scalable process design.
  • Comfortable working cross-functionally in a fast-paced, scaling environment and mentoring junior team members.
  • Excellent written and verbal communication skills.
  • Experience with ERP and AR systems (e.g., NetSuite) preferred, experience enhancing ticketing systems (Zendesk preferred), and experience with Salesforce.

Benefits

  • Base compensation range in the U.S.: $88,000 - $106,000 (actual pay may vary by level, experience, and location).
  • Restricted Stock Units (RSUs) included with all roles to provide equity ownership.
  • 100% remote, global culture with remote-first work model.
  • 30 days annual leave per year (global annual leave policy) with 3 reserved Grafana Shutdown Days; local legislation will be complied with where applicable.
  • In-person onboarding to integrate new hires with their cohort and the company.
  • Defined career growth pathways, transparent communication, and an innovation-driven environment that supports autonomy.

Interested in this position?

Apply directly on the company website

Apply Now

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