Grafana Labs - Global Billing Operations (Collections) Manager | PST or CST | Remote
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Requirements
• Skills needed: Systems-minded operator with a passion for automation. • Years of experience: Not explicitly stated. • Education: Not explicitly stated. • Certifications: None mentioned. • Must-haves: Own the end-to-end collections process, manage assigned tickets and queues through case management system, evolve strategies aligned with company policies, analyze AR aging data to identify risk, prioritize actions for cash flow improvement, resolve billing disputes by coordinating with other teams, lead complex escalations applying sound judgment and mitigation principles. • Additional responsibilities: Own the downgrade and bad debt write-off process ensuring proper review and documentation; spearhead continuous improvement initiatives leveraging AI in automation tooling enhancements to scale business, report directly to Sr. Manager of Financial Operations as an individual contributor (IC).
Responsibilities
• 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 collections 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 • Lead and resolve complex collections escalations, applying sound judgment and risk mitigation principles • Own the downgrade and bad debt write-off process, ensuring proper review, documentation, and approvals • Spearhead continuous improvement initiatives be leveraging AI specifically in process documentation, automation, and tooling enhancements to scale the business • 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 • Support month-end and quarter-end close activities related to accounts receivable • Own Collections Cash forecasting and working closely with Finance & Strategy team to align company cash targets • Collaboration and mentorship with junior team members across Order to Cash. Reduced past-due AR and improved DSO • Scalable, well-documented, and automated collections practices • What Makes You a Great Fit: • 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 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 • Excellent written and verbal communication skills • Experience with ERP and AR systems (e.g., NetSuite) preferred • Experience enhancing ticketing systems (Zendesk preferred) • Experience with Salesforce
Benefits
• 100% Remote, Global Culture - As a remote-only company, we bring together talent from around the world, united by a culture of collaboration and shared purpose. • 100% Remote, Global Culture - • Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment. • Scaling Organization • Transparent Communication – Expect open decision-making and regular company-wide updates. • Transparent Communication • Innovation-Driven – Autonomy and support to ship great work and try new things. • Innovation-Driven • Open Source Roots – Built on community-driven values that shape how we work. • Open Source Roots • Empowered Teams – High trust, low ego culture that values outcomes over optics. • Career Growth Pathways – Defined opportunities to grow and develop your career. • Career Growth Pathways • Approachable Leadership – Transparent execs who are involved, visible, and human. • Approachable Leadership • Passionate People – Join a team of smart, supportive folks who care deeply about what they do. • Passionate People • In-Person onboarding - We want you to thrive from day 1 with your fellow new ‘Grafanistas’ to learn all about what we do and how we do it. • In-Person onboarding • Balance is Key - We operate a global annual leave policy of 30 days per annum. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect. *We will comply with local legislation where applicable. • Balance is Key
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