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Kaseya is a leading provider of AI-powered IT management and cybersecurity software serving Managed Service Providers (MSPs) and internal IT organizations globally. The company, backed by Insight Partners, manages over 15 million endpoints worldwide and supports customers in more than 20 countries.
The Collections Specialist will play a key role in supporting Kaseya's financial health and customer experience by managing accounts receivable while building strong, professional relationships with customers. This role takes a solutions-oriented approach to collections, working collaboratively with customers to resolve past-due balances and ensure positive outcomes.
Key responsibilities include managing a portfolio of customer accounts with a focus on maintaining positive relationships and driving timely payment; proactively communicating with customers via phone and email to provide payment reminders and support; partnering with customers to understand payment challenges and offering appropriate solutions, including payment plans when necessary; investigating and resolving billing discrepancies, disputes, and account concerns with urgency and professionalism; collaborating cross-functionally with Sales, Customer Success, and Billing teams to resolve issues impacting payment and improve customer retention; maintaining accurate, detailed collection notes in systems; monitoring aging reports and prioritizing outreach based on customer needs and account risk; educating customers on billing processes and payment options to prevent future issues; recommending account actions thoughtfully while balancing customer relationships with company policy; supporting month-end accounts receivable activities and reporting; and utilizing CRM and billing platforms such as Salesforce and NetSuite to manage accounts and track collection activity.
Required qualifications include an Associate's or Bachelor's degree in Finance, Accounting, Business Administration, or related field (preferred); 2+ years of collections, accounts receivable, or customer account management experience (SaaS or technology industry preferred); and 2+ years of experience in a customer-facing role with a focus on issue resolution. Preferred qualifications include familiarity with accounting or collections systems such as NetSuite, SAP, or GetPaid; proficiency in Microsoft Excel and Outlook; strong interpersonal and communication skills with a customer-first mindset; effective problem-solving and conflict resolution skills; self-motivation with the ability to manage multiple accounts and priorities; experience in a subscription-based or SaaS billing environment; familiarity with CRM and automated collections tools; and basic understanding of credit risk and financial analysis.
Performance will be measured by reduction in aging (past-due balances), Days Sales Outstanding (DSO) improvement, collection targets and cash application timeliness, and accuracy and completeness of account documentation and reconciliations.
