Client Engagement Specialist

About XR Global:  

Extreme Reach provides a Connectivity Suite for the ad industry, combining collaboration tools, digital asset management, a global distribution network and powerful analytics to provide smarter, more collaborative advertising workflows bringing the marketing and production processes together from idea to delivery for greater visibility, productivity, insight, and performance.

Brands, agencies, production, and post-production teams use Extreme Reach to create great content together, manage their assets and leverage its world-class network of over 79,000 media destinations in 141 countries, to share their message with the world.

Today over 100,000 businesses use Extreme Reach to reach billions of customers globally. We're a fast-moving team of passionate subject-matter experts located across 37 offices, speaking 45 languages, and on a mission to connect the world's media 

Role Summary

The Accounts Receivable (AR) Client Engagement Specialist manages Accounts Receivable (AR) and end-to-end Order-to-Cash (O2C) processes with a strong customer- and business-focused mindset. The role ensures efficient issue resolution, proactive collections, and strong stakeholder collaboration, focusing on Segment A&B (Key) customers.

As an experienced professional, the CES serves as an escalation point for complex issues, supports credit analysis for new and existing customers, and drives root cause resolution for recurring challenges. The role also contributes to continuous improvement, system enhancements, and cross-functional initiatives to optimize customer experience and cash flow.

Key Responsibilities

1. Accounts Receivable Operations

• Perform collection activities ensuring timely customer payments, perform proactive collections.
• First point of contact for customer queries and payment issues ensuring timely and satisfactory resolution to customer queries. Receive, log, prioritize, and resolve dispute cases (internal and external).
• Reconciling customer accounts, investigating account discrepancies (proactively follow up on top debtor accounts on a regular basis, and maintain accurate case documentation and collection records through timely updates to the collection working file.)
• Analyze, reconcile, and clear unapplied cash transactions and outstanding credit memos.
• Supporting in bad debt identification, and clearing aged open items.
• Audit support and documentation
• Maintaining customer master data (Manage customer master data, including customer account setup, maintenance of customer records, processing master data changes, and ensuring data accuracy and completeness.)
• Lead regular debtor review meetings with Sales and Account Management stakeholders to discuss overdue balances, review high-risk and top debtor accounts, drive collection actions, escalate unresolved issues, and agree on next steps to accelerate cash collection
• Handle other areas of finance functions as and when required/as backup. (ensuring holiday and absence plans are agreed in advance and comprehensive handovers are completed before and after any backup period)

2. Process Improvement, Standardization & Governance

• Driving process improvements to streamline operations, reduce errors, and enhance overall quality.
• Collaborate with O2C Leadership to remove bottlenecks and reduce process friction.
• Initiate, in coordination with the CES Manager, the development and implementation of governance structures, SOPs, and control standards.
• Contribute to reporting on disputes, SLAs, and root cause trends
• Recommend improvements to reduce disputes and improve billing accuracy
• Contribute to standardization initiatives across regions and processes
• Participate in continuous improvement and transformation projects

3. System Enhancements & Project Participation

• Acts as a primary contributor in finance systems projects supporting AR (e.g., system upgrades, workflow enhancements, automation), actively involved from initiation through rollout, testing, and stabilization.
• Support the rollout, testing, and stabilization of new tools, technologies, and processes impacting AR.
• Collaborate with CI & Automation Expert to drive innovation.
• Take on project management responsibilities.

4. Cross-Functional Collaboration & Stakeholder Engagement

• Partner with O2C Leadership to enhance AR performance in each market.
• Build strong relationships with internal stakeholders (Finance, Sales, Account Management) to resolve issues efficiently.
• Ensure proactive communication and transparency in AR activities and performance.
• Investigate root causes in collaboration with Billing, Sales, and Customer Success teams.
• Escalate unresolved issues in a timely and appropriate manner
• Collaborate on credit decisions and revenue protection initiatives

5. Month-End Close & Compliance

• Support financial close processes by ensuring AR balances are accurate and well-reconciled.
• Adhere to internal controls, policies, and compliance requirements

6. Teamwork & Culture Expectations

• Work proactively and collaboratively with colleagues and customers at all levels, engaging constructively to drive outcomes, while supporting teammates by sharing expertise, removing blockers, and contributing to shared success.
• Demonstrate strong team behaviors: act with integrity, show respect, take ownership, and communicate clearly and effectively.
• Resolve issues using sound judgment; escalate appropriately and timely.
• Act as a role model, sharing knowledge and supporting junior team members
• Adapt to change and support transformation initiatives
• Maintain clear and timely communication regarding availability, leave, schedule changes, and any circumstances that may impact service delivery or business commitments.
• Communicate clearly and effectively at all levels

• 3-5 years of experience in AR / Order-to-Cash processes
• College or university degree in Finance, Accounting, Business, or related field is an advantage.
• Fluent English is required, being comfortable using business English; additional European languages are an advantage.
• Strong negotiation and stakeholder management skills, grounded in a customer-focused, professional approach and reflected in practical, hands-on experience.
• Resilient under pressure, consistently delivering high-quality results in fast-paced, demanding environments.
• Ability to work independently while contributing to team goals and business objectives.
• Positive, proactive, solution‑oriented attitude with resilience and drive.
• Strong understanding of accounting principles and AR control procedures, applied in complex and high-volume accounts receivable environments.
• Sound knowledge of Microsoft Excel is essential. (Advanced knowledge of Microsoft Excel, including reporting, reconciliation, and data analysis capabilities.)
• SSC/GBS experience preferred.
• Knowledge of SAP B1 or Oracle NetSuite preferred.
• Resilient, proactive, and solution-oriented mindset with strong analytical skills

• XR has 23 offices worldwide and teams spread throughout the US, EMEA and APAC, our multicultural teams work cross-departmentally and across continents and cultures towards a shared goal  

• It is our belief that the better we work together to help our clients achieve their goals, the more successful XR will be   

• Feedback from internal Employee Engagement Surveys cites the People, Teamwork and Flexibility as the most rewarding aspects of working at XR 

• We are a supportive and collaborative culture that values multiple perspectives, fresh thinking 

• XR celebrates diversity of ideas, people and experiences   

• Flexible work schedules and hybrid working arrangements create a rewarding work-life balance