Description

About the Role

Collectors are directly responsible for ensuring that the accounts receivable portfolio is converted into cash, thereby positively impacting Salesforce’s cash flow through their efforts in directly collecting payments from customers.

Healthy cash flow is viewed by the investment community as both an efficiency and financial measure, which translates into a component of our stock price. It also funds operating expenses as well as investments in research and development, enabling us to fuel growth.

As the company’s accounts receivable continues to grow in both dollar amount and number of invoices, we require additional collector bandwidth. This position will be assigned an individual accounts receivable portfolio for which they will be accountable.

Job Description

The Collector is responsible for managing an assigned accounts receivable portfolio, primarily through email and telephone communication. The role involves resolving accounts receivable disputes to the satisfaction of both Salesforce and our customers, while using sound business judgment and collaborating across teams to achieve collection targets.

Key Responsibilities

• Initiate collection reminders via email or phone in accordance with the Invoice Collection and Account Suspension Timeline.

• Demonstrate sound judgment and due diligence in evaluating account solvency and customer willingness to pay.

• Facilitate customer payments by providing required documentation (e.g., invoices, payment instructions).

• Resolve billing disputes in collaboration with Sales Operations, Sales teams, and other internal stakeholders.

• Escalate accounts with significant payment issues to Collections and Sales management.

• Partner with Credit Analysts on financially distressed accounts.

• Negotiate payment plans for distressed accounts and secure approvals per the established approval matrix.

• Perform collection activities in line with Salesforce’s policies and processes, including:

  • Obtaining approval for suspension warnings.

  • Executing account suspensions on delinquent accounts in compliance with policy.

  • Providing suspended account details to the Write-Off and Bad Debt team.

• Contribute to process improvement projects as assigned.

• Deliver reports on the assigned portfolio to Collections management as requested.

• Ensure compliance with all company policies.

Required Skills & Experience

• Bachelor’s degree or equivalent combination of education and experience.

• Proficiency in English (verbal and written) + an additional European language (French/German or Spanish)

• Minimum of 2 years of credit collections experience in a high-growth environment (or equivalent).

• Strong customer relationship skills and ability to manage a variety of customer interactions.

• Demonstrated initiative and ability to thrive in a team environment.

• Ability to work independently and manage competing priorities.

• Experience contributing to process improvement initiatives and/or project management.

• Ability to deliver accurate results in a fast-paced, high-growth environment while meeting deadlines.

• Proficiency in Microsoft Office Suite; Salesforce system knowledge is a plus.