Overview
This role involves leading combined Billing and Collections teams, owning end-to-end billing and full-cycle collections operations. The position drives down Days Sales Outstanding (DSO), ensures consistent customer outreach and SLA adherence, and serves as the escalation point for complex billing and collections issues. You will also partner cross-functionally—most notably with Customer Success—and provide hands-on support for billing systems, including troubleshooting and process improvement.
Responsibilities
- Directly supervise the Collections and Billing teams, providing day-to-day leadership, coaching, and performance management across both functions.
- Own full-cycle collections by driving proactive outreach cadence (calls and emails) and personally engaging on higher-complexity or higher-risk accounts.
- Own and improve DSO by setting collection strategies, targets, and prioritization to reduce aging balances.
- Monitor and enforce SLA adherence across both Billing and Collections teams to ensure timely resolution of customer accounts, disputes, and inquiries.
- Serve as the escalation point for customer issues Billing or Collections teams cannot resolve independently, working each issue through to resolution.
- Act as a liaison between Billing/Collections and partner departments that depend on accurate, timely billing and collections (including Customer Success Managers, Sales, and Operations).
- Identify and lead process improvements across Collections and Billing workflows to increase accuracy, efficiency, and scalability; document standard operating procedures.
- Support ad hoc billing process improvement initiatives, including evaluation and implementation of new billing systems and tools.
- Fully own the billing platform and NetSuite Zone Billing, including configuration, maintenance, and hands-on troubleshooting of billing errors and system issues.
- Develop deep working knowledge of customer contracts, nuanced agreements, and the services billed to ensure billing accuracy and informed dispute resolution.
- Reconcile customer accounts and review aging reports to identify risk, trends, and opportunities for recovery.
- Run and present reports and KPIs on collections performance, DSO, aging, and team productivity to leadership.
- Recruit, train, and develop Billing and Collections staff; coordinate workload across both teams to ensure adequate coverage.
Requirements
- Bachelor’s degree in Finance, Accounting, Business Administration, or equivalent practical experience.
- 5+ years of experience in billing, accounts receivable, or collections, including 2+ years in a supervisory or team-lead capacity.
- Demonstrated success improving DSO and collections outcomes in a full-cycle collections environment.
- Strong knowledge of billing procedures and collection techniques, including familiarity with debt collection regulations (e.g., FDCPA).
- Hands-on experience managing a billing platform; experience with BillingPlatform and/or NetSuite Zone Billing strongly preferred.
- Experience with usage-based or census-based billing models is a plus; ability to understand and apply complex, customer-specific billing scenarios.
- Comfortable reading and interpreting customer contracts and nuanced billing arrangements.
- Strong analytical and problem-solving skills with high attention to detail.
- Effective verbal and written communication skills, including experience handling customer escalations and cross-functional partners.
- Proficient in Microsoft Excel and other reporting/spreadsheet tools.
Preferred Qualifications
- Familiarity with YayPay, Salesforce, and Zendesk.
- Familiarity with Claude AI.
Compensation & Benefits
- Highly competitive salary
- Flexible paid time off
- 11 paid holidays
- Health, dental, vision, and life insurance
- Parental leave
- Pet insurance
- Employee Career Path Program
- 401(K)
Location
Not specified in the provided job description.
Equal Opportunity
The employer is an equal opportunity employer and values diversity. Discrimination is not based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, gender identity, or disability status.