Global Billing Operations – Collections Manager
Job 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 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 by 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 work 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
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 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:
- Restricted Stock Units (RSUs) giving every team member ownership in Grafana Labs' success
- 30 days of annual leave
- Grafana Shutdown Days to allow the team to really disconnect
- In-Person onboarding to learn all about what we do and how we do it
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