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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

B2B collectionsaccounts receivabledispute managementdata analysiscash forecastingprocess automationrisk mitigationcollections strategiesbilling systemsSaaS pricing models

Soft Skills

negotiationleadershipcollaborationmentorshipanalytical mindsetcommunication skillsproblem-solvingcross-functional teamworkjudgmentadaptability