Job Description

Collections Operations Manager

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.
• Cross-Departmental Collaboration
• 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.
• Resolve payment discrepancies effectively.
• 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 relationships with key internal stakeholders to help drive collection growth.
• Flexible mindset, with willingness and ability to adapt to change, particularly regarding how and when work gets done. Amenable to work at different working shifts
• Ability to stay organized and easily manage multiple deals and tasks simultaneously for multiple stakeholders
• NetSuite, Zuora, SFDC and Cforia tools experience a plus

The US annualized base salary range for this position is $83,000.00-$125,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

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