Your opportunity

Position Overview:

We are seeking a highly skilled and results-oriented Lead Collections Analyst to manage our North America and LATAM collections team. This critical role will be responsible for overseeing the overall performance of a team of Collections Analysts, ensuring the achievement of ambitious cash collection goals, and maintaining strong customer relationships. The successful candidate will possess leadership skills, a deep understanding of credit and collections best practices, and the ability to navigate complex financial landscapes within a fast-paced SaaS environment.

Key Responsibilities:

Team Leadership & Management:

• Lead, mentor, and coach a team of Collections Analysts, fostering a high-performance culture and ensuring continuous professional development.
• Conduct regular one-on-one meetings, performance reviews, and provide ongoing training and mentorship to the team.
• Allocate and manage workload effectively across the team to optimize collection efforts.

Collections Strategy & Performance:

• Drive the achievement of steep cash collections goals for the North
• America and LATAM customer portfolio.
• Develop and implement effective collections strategies and procedures to maximize cash flow and minimize bad debt.
• Track, monitor, and report on key collections performance metrics (e.g.,DSO, CEI), identifying areas for improvement and implementing corrective actions.
• Prepare and present regular reports on collections performance to senio management.

Escalation & Dispute Resolution:

• Serve as the primary point of escalation for complex collection issues and difficult customer negotiations.
• Lead the resolution of customer disputes, working collaboratively with various internal teams including Sales, Billing, Deal Desk, and Order Management (OM), to ensure timely and accurate resolution.

Credit Management:

• Approve or decline credit applications based on established risk management guidelines and by thoroughly evaluating customer creditworthiness.
• Monitor customer credit limits and payment terms to mitigate financial risk.

Cross-Functional Collaboration:

• Build strong relationships and collaborate effectively with internal stakeholders across Sales, Customer Success, Finance, and Legal to streamline processes and improve overall customer experience.
• Act as a liaison between the collections team and other departments to ensure seamless information flow and issue resolution.
  
  Process Improvement:
• Continuously identify and implement process improvements to enhance efficiency, accuracy, and effectiveness of collections operations.
• Leverage technology and automation where possible to optimize collections workflows.

This role requires:

Qualifications:

• Minimum of 7+ years of progressive experience in B2B credit and collections management, of which at least 2 years must be in a supervisory capacity overseeing a team of collections professionals.
• Demonstrated success in meeting and exceeding aggressive cash collection targets.
• In-depth knowledge of credit risk assessment, financial statement analysis, and collections best practices.
• Experience working in a global organization, preferably within the SaaS industry, managing diverse customer portfolios (North America and LATAM experience highly preferred).
• Strong understanding of billing, order management, and Deal Desk processes.
• Exceptional negotiation, communication (written and verbal), and interpersonal skills.
• Ability to effectively manage difficult conversations and maintain positive customer relationships.
• Highly organized with excellent attention to detail and a strong analytical mindset.
• Proficiency in collections software, ERP systems (e.g., NetSuite, Zuora, Billing Platform), and Google Suite.
• Bachelor’s degree in finance, Accounting, Business Administration, or a related field.
• Willingness to work in shifts, preferably aligning with US PST hours, to effectively manage the North America and LATAM portfolios