Collections Analyst [SAAS Experience Required]

Comfortable working in a PST (San Francisco) based time zone

Day-to-day responsibilities

Collections

• Managing in-product messaging to delinquent customers
• Supporting collection activities
• Supporting onboarding forms
• Execute outbound dunning (email + in-app) for past-due invoices
• Monitor aging, payment promises, and dispute queues; maintain notes and next steps to keep follow-ups on schedule
• Research payment failures and customer questions (tax/VAT, PO requirements, invoice copies, remittance) and coordinate resolution with Billing Ops/Sales
• Apply cash accurately: match remittances to invoices, reconcile short-pays/over-pays, and route unidentified payments for investigation
• Support credit/rebill workflows and customer account updates (billing contacts, invoicing preferences, payment methods)
• Maintain SOPs/runbooks and propose process improvements to reduce delinquency and improve time-to-collect

Internal Billing Support

• Work internal tickets and partner with Sales to resolve questions about accounts, invoicing, subscriptions, and entitlements.
• Order Processing/Provisioning & Invoicing support during quarter-end/high volume periods
• Systems Experience: NetSuite, Salesforce, Stripe, Tesorio, Zendesk

Qualifications

• 3+ years of collections and accounts receivable experience
• Strong understanding of SaaS billing motions
• Attention to detail, checklist discipline, and comfort with repetitive high-volume tasks
• Strong written and verbal communication with a customer-first mindset
• High attention to detail, organization, and follow-through across many accounts
• Ability to partner cross-functionally and thrive in a fast-changing environment