Lead Collections Analyst

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 ( 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 OrderManagement (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 capacityoverseeing 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 industrymanaging diverse customer portfolios (North America and LATAM experiencehighly preferred).
• Strong understanding of billing order management and Deal Desk processes.
• Exceptional negotiation communication (written and verbal) and interpersonalskills.
• Ability to effectively manage difficult conversations and maintain positivecustomer 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.
• Bachelors degree in finance Accounting Business Administration or a related field.
• Willingness to work in shifts preferably aligning with US PST hours to effectivelymanage the North America and LATAM portfolios

Fostering a diverse welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best most authentic selves to work every day. We celebrate our talented Relics different backgrounds and abilities and recognize the different paths they took to reach us including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. Were looking for people who feel connected to our mission and values not just candidates who check off all the boxes.

If you require a reasonable accommodation to complete any part of the application or recruiting process please reach out to .

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success including fully office-based fully remote or hybrid.

Our hiring process

In compliance with applicable law all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including but not limited to theSan Francisco Fair Chance Ordinance.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

Candidates are evaluated based on qualifications regardless of race religion ethnicity national origin sex sexual orientation gender expression or identity age disability neurodiversity veteran or marital status political viewpoint or other legally protected characteristics.

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