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

Apply tot his job Apply To this Job