Manager, Analytics – Customer
Maven Clinic
SQLTableau
Accounts Receivable Manager
NABIS
full-time
Posted on:
Origin: • 🇺🇸 United States • California, New York
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
SQLTableau
About the role
- Manage day-to-day AR operations, ensuring timely collections and retailer account management.
- Oversee enterprise retailers with large balances; proactively manage relationships and advise next steps (restrictions, escalations, or senior management advisement).
- Maintain visibility into escalated accounts, unresolved disputes, and applied/unapplied payments.
- Support both California and New York operations as directed.
- CRM Management (Zendesk or similar); oversee CRM workflows for AR, including ticket management and customer inquiries.
- Ensure all open tickets are closed out by the end of each day.
- Directly manage a team of 10+ off-shore associates, including two team leads; conduct regular one-on-ones, coaching sessions, and performance reviews.
- Drive continuous improvement and development for AR associates; oversee specialized workflows and distribute workload evenly.
- Manage specialized workflows including Payment discrepancies, Write-offs, and Phone audits for quality assurance.
- Resolve escalated disputes (short payments, returned checks/ACHs, payment allocation issues) and build trust-based relationships with enterprise retailers while protecting business interests.
- Create, maintain, and enforce AR standard operating procedures (SOPs); adapt quickly to frequent policy and process changes.
- Recommend scalable, pressure-tested solutions practical for brands, retailers, and distribution, while prioritizing company interests.
- Provide clear, detailed updates on account statuses, escalations, and team performance; generate and maintain reports that support escalations and leadership decision-making.
- Maintain high standards of communication across Slack, email, CRM, and internal reporting tools; report directly to the Senior AR Manager overseeing California and New York operations.
- Other duties as assigned.
Requirements
- 5+ years management experience in AR/finance operations or a predominantly customer-facing communications role.
- Managing an off-shore team is a plus.
- Bachelor's degree preferred for 4+ years in relevant work experience.
- Proven experience managing 10+ team members, including leads.
- CRM expertise (Zendesk or similar) — 5+ years.
- Excel proficiency — 3+ years.
- Slack experience and its features such as workflows and lists are a plus.
- G Suite required; SQL, Tableau, or Retool is a plus.
- Strong dispute resolution and conflict management skills.
- Excellent written and verbal communication with detailed note-taking.
- Familiarity with California cannabis compliance (e.g., METRC) is a plus.
- WMS experience is helpful but not required.
- customer-facing.
