Collections Manager

locations Madison, Wisconsin, United States of America

time type Full time

posted on Publié il y a 3 jour(s)

job requisition  R31838

Position Overview
Zendesk is looking for a highly motivated individual to support and lead the operations of the collections activities of the company. You will be reporting to the Sr. Director of Revenue Operations - Business Operations and will help in the delivery of efficient and satisfactory collections execution, delivery and strategies.

This is a highly collaborative position requiring partnership with Global Revenue Operations, Sales, Success, Renewals and other internal functional teams to create a positive customer experience and continually reach the team and company-wide business goals.

A successful candidate will bring prior experience in Collections process and execution methodologies, as well as, the ability to create key cross collaborative relationships and the ability to escalate key concerns timely and accurately.

In such an ever-changing environment such as ours, it’s essential that you have a Customer-First mindset, proven track record of achieving or exceeding collection targets, strategic, transformative, result-driven and an effective people leader. This is a great opportunity to join a team recognized for leadership, innovation and diversity.

Responsibilities

Monitor Accounts:

Regularly review accounts to identify late payments and reach out to customers to arrange for payment.

Analyze and monitor the aging of receivables, making adjustments as necessary.

Relationship Management:

Maintain strong relationships with key clients to facilitate effective collections.

Act as a point of escalation for complex cases or difficult customers.

Work closely with other departments such as sales, customer service, and finance to resolve billing issues and improve the overall customer experience.

Negotiate Payment Plans:

Work with clients to establish acceptable payment arrangements to satisfy outstanding debts.

Reporting and Analysis:

Prepare and present regular reports on collection activities and progress against targets.

Analyze data to identify trends and areas for improvement in the collection process.

Forecast and analyze monthly, quarterly and annual collections targets.

Process Improvement:

Continuously evaluate and refine the collections process for efficiency and effectiveness.

Implement technology and tools to enhance the collections process.

Compliance and Legal Action:

Ensure all collections activities comply with laws, regulations, and company policies.

Coordinate with legal teams on accounts requiring legal action.

Maintains good working knowledge of all the processes performed in the Accounts Receivable Operations. Understands the activities comprising these processes, the technology and tools used in performance of these, the performance objectives for each process and sub-process, and how these activities add value to the company.

Develop an understanding of the Collections environments in the various countries and/or regions and design and implement new policy frameworks as needed.

Perform other related duties as may be assigned by the Sr Director of Revenue Operations - Business Operations

Required Skills

Bachelor’s degree or equivalent experience in business, finance or a related field.

Minimum of 5 years experience in managerial or Collections role.

Experienced in a high volume Collections environment. Proven track record of consistently meeting and exceeding Collections Target

Knowledge or exposure to operations process design and analysis, along with intimate knowledge of collection strategies and corporate policies.

Understanding of Risk and Collections regulations and audit requirements.

Strong financial analysis skills, with the ability to interpret and analyze data

Excellent problem solving and project management skills

Commitment to excellent customer service & excellent negotiation skills

Ability to deal with ambiguity and change and have an inquisitive nature with a desire to understand and positively challenge and evolve processes

Excellent communication, self-aware, transparent, collegial and open to feedback

Ability to develop great working…