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Gong is seeking a Collections Specialist to support its continued growth by driving timely collections, reducing Days Sales Outstanding (DSO), minimizing bad debt risk, and ensuring positive customer experiences while protecting cash flow.
In this role, you will partner with customers and internal teams to resolve billing and payment issues, accelerate cash collections, maintain accurate Accounts Receivable records, and support operational efficiency through process improvements and AI-powered tools.
Key responsibilities include:
- Managing inbound customer billing and payment inquiries through shared mailboxes and ticketing systems with timely, professional responses
- Proactively following up on outstanding invoices and resolving payment delays while maintaining positive customer relationships
- Researching and resolving billing discrepancies, invoice disputes, purchase order issues, and payment questions by partnering with internal stakeholders
- Preparing customer account reconciliations and statements upon request
- Monitoring customer billing portals for invoice submission, payment status, and compliance
- Collaborating with Sales, Revenue Operations, Legal, Customer Success, and Revenue Accounting teams
- Providing backup support for sales order approvals, invoice revisions, and billing operations
- Assisting with payment application activities and researching unapplied or misapplied cash
- Maintaining accurate customer account records and documenting collection activities
- Identifying recurring issues and recommending process improvements
- Leveraging AI and automation tools to streamline communications and reduce manual work
- Supporting monthly reporting, audit requests, and Order-to-Cash initiatives
Required qualifications: 3+ years of experience in Accounts Receivable, Collections, Billing, or Order-to-Cash; experience collecting commercial customer accounts in high-volume environments; strong understanding of invoicing, collections, account reconciliation, and payment application concepts; experience with ERP systems (NetSuite, Oracle, SAP) and Salesforce; experience with customer procurement or invoicing portals; strong analytical and problem-solving skills with exceptional attention to detail; excellent written and verbal communication; intermediate to advanced Excel or Google Sheets skills; demonstrated ability to identify process improvements; experience with AI productivity tools; ability to manage competing priorities in a fast-paced environment.
Nice-to-have: SaaS or recurring revenue environment experience; billing operations or sales order approval support experience.
