Collections Specialist

Join Gong, a fast-growing company in the SaaS industry, as a Collections Specialist. In this role, you will drive timely collections, reduce DSO, minimize bad debt risk, and ensure a positive customer experience while protecting cash flow. You will partner with customers and internal teams to resolve billing and payment issues, accelerate cash collections, maintain accurate AR records, and support operational efficiency through process improvements and AI. Additionally, you will provide backup support for billing, sales order approvals, and payment applications.

• Manage inbound customer billing and payment inquiries, ensuring timely and professional responses.
• Proactively follow up on outstanding invoices and resolve payment delays while maintaining positive customer relationships.
• Collaborate with internal teams to resolve billing and collection issues, and assist with payment application activities.
• 3+ years of experience in Accounts Receivable, Collections, Billing, or Order-to-Cash
• Experience collecting commercial customer accounts in a high-volume environment
• Strong understanding of invoicing, collections, account reconciliation, and payment application concepts.
• Strong analytical and problem-solving skills with exceptional attention to detail
• Excellent written and verbal communication skills
• Experience with ERP systems such as NetSuite, Oracle, SAP, or similar, as well as Salesforce
• Experience working with customer procurement or invoicing portals
• Intermediate to advanced Excel or Google Sheets skills (pivot tables, lookups, filtering, reporting)
• Demonstrated ability to identify process improvements and drive operational efficiencies
• Experience using AI productivity tools such as ChatGPT, Microsoft Copilot, or similar
• Ability to manage competing priorities in a fast-paced, high-growth environment
• Experience supporting billing operations or sales order approvals
• Experience in a SaaS or recurring revenue environment