Your opportunity:
We are looking for a highly skilled and results-oriented Senior Collections Analyst to manage a portfolio of customer accounts in the North America and LATAM regions. This individual contributor role is crucial for ensuring timely cash collections, resolving complex billing issues, and maintaining strong customer relationships. The successful candidate will be adept at proactive outreach, dispute resolution, and driving down aging receivables to meet ambitious cash collection goals within a fast-paced SaaS environment.
What youll do:Customer Collections & Outreach:
- Proactively contact customers via phone, email, and other communication channels to collect on past-due invoices within assigned North America and LATAM portfolios.
- Systematically follow up on overdue accounts, documenting all communication and actions taken in the collections system.
- Prioritize collection efforts based on aging, dollar value, and strategic importance of accounts to maximize cash recovery.
- Drive the achievement of individual cash collection goals and contribute significantly to overall department targets.
Dispute Resolution & Account Reconciliation:
- I nvestigate and resolve complex billing discrepancies, payment issues, and customer disputes efficiently and effectively.
- Collaborate closely with internal teams, including Billing, Deal Desk, Order Management (OM), and Accounts Payable (AP) , to ensure timely and accurate resolution of customer concerns.
- Perform detailed account reconciliations to ensure accuracy of customer ledgers and facilitate payment.
Credit Assessment & Risk Mitigation:
- Approve or decline credit applications based on established risk management guidelines and by evaluating customer creditworthiness.
- Monitor customer payment terms and credit limits, escalating potential risks to management as needed.
Performance Tracking & Reporting:
- Track and monitor individual collection performance metrics (e.g., DSO, aging, collection rates), identifying trends and proactively addressing potential issues.
- Provide regular updates and insights on portfolio health and collection progress to management.
Process Improvement & Compliance:
- Identify and suggest improvements to collections processes and workflows to enhance efficiency and effectiveness.
- Ensure all collection activities adhere to company policies, industry regulations, and legal requirements.
This role requires
- 4 to 5 years of progressive experience in credit and collections management, with a strong emphasis on B2B collections and direct customer outreach .
- Demonstrated success in meeting individual cash collection targets and managing an assigned portfolio of accounts.
- Strong understanding of billing, order management, and accounts payable processes within a corporate environment.
- Experience working in a global organization, preferably within the SaaS industry, managing diverse customer portfolios ( North America and LATAM experience highly preferred ).
- In-depth knowledge of credit risk assessment and collections best practices.
- Exceptional negotiation, communication (written and verbal), and interpersonal skills.
- Ability to effectively manage difficult conversations and maintain positive customer relationships.
- Highly organized with excellent attention to detail and a strong analytical mindset.
- Proficiency in collections software, ERP systems (e.g., NetSuite, Zuora, Salesforce), and Google Suite.
- Bachelor s degree in finance, Accounting, Business Administration, or a related field.
- Willingness to work in shifts, preferably aligning with US PST hours, to effectively engage with customers in the North America and LATAM regions
Leave the appropriate visa sponsorship statement below and remove the other statement:
Please note that visa sponsorship is not available for this position.
Qualified applicants may inquire about visa sponsorship (including transfer of a current H-1B visa), but the company does not support or sponsor O-1, F-1, or J-1 visas, or candidates who require commencement of an H-1B "cap case" petition for future work authorization. This position is to be filled as soon as possible.
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Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics different backgrounds and abilities, and recognize the different paths they took to reach us including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes. .
We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.
Our hiring process
In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic. We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance . Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic. Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.
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