Manager, Collections (US - Remote) at BigCommerce

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BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been recognized numerous times for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

We are seeking a Collections Manager, who as part of our Quote to Cash team,  will be responsible for the development and ongoing performance of collection efforts over the company’s subscription-based billing accounts. This role will be both customer-facing and cross-functional and will be tasked with growing and scaling the collection function. Collections are a critical function of our customers' journey so this individual will also be empathetic and focused on providing the best experience to all customers, regardless of their repayment situation.

What You’ll Do:
  • Execute and contribute to strategies for the Collections team to meet and sustain performance to hit the company's portfolio targets. 
  • Assist in developing and implementation of  more automated and scalable business processes around managing the Company’s subscription accounts
  • Develop and deliver an operational quality improvement plan resulting in a highly predictable and effective collections experience.
  • Manage collections processes, working closely with Billing Operations, Customer Success, Sales, and customers to resolve customer payment issues.
  • Identify issues attributing to account delinquency and consult with Finance on a regular basis regarding past due invoices and appropriate course of action
  • Report and work closely with organizational leaders to ensure collections balances are maintained at an acceptable level including review of monthly aging and DSO reports
  • Assess bad debt write-offs and the booking of allowance for doubtful accounts
  • Supervise the daily activities of a team of collectors ensuring efficient and effective processing.
  • Review customer contract terms, other billing-related terms, invoices, and billing schedules
  • Oversee the tracking of  collections for all non-automated cash payments and validate that payments were appropriately applied to customer accounts
  • Assist with customer chargeback disputes and verify proper reporting and recognition of chargebacks in general ledger
  • Generate, maintain and review accounts receivable and aging reports for review by management
  • Assist in reconciling the accounts receivable ledger to general ledger
  • Assist with month-end revenue recognition reporting
  • Assist with other ad hoc accounting and month-end duties, where necessary
  • Performs other duties as assigned.
Who You Are:
  • Bachelor’s degree in Accounting, Business, Mathematics, or other relevant course of study preferred
  • 5+ years of accounting and/or billing, accounts receivable, and collections experience
  • 2+  years of team leadership experience
  • Strong Microsoft Excel skills a plus, as well as experience and knowledge of SaaS business and the Zuora billing system
  • Strong analytical and problem-solving skills, with the ability to approach complex collection problems and formulate solutions. 
  • Comfortable with large amounts of data; proficient at compiling/presenting data into an easy-to-read informational format and using data-driven decision making to manage teams to KPIs
  • Proven operational leadership experience with an established track record of success in prior collection and/or customer service roles with a proven ability to drive consistent and effective processes 
  • Excellent interpersonal and verbal and written communication skills with a customer-first attitude
  • Proven success with staff training/coaching, QA, business process improvement, and workforce planning
  • Ability to provide leadership, support, motivation and professional development to department staff
  • Ability to facilitate consensus and develop positive working relationships throughout the organization.
  • Ability to self-direct and use independent judgment to make decisions. Ability to know when to escalate issues to senior management. 
  • Must be agile with the ability to thrive in a fast-paced team-oriented environment;  ability to independently prioritize assignments, deal with disruptions, meet deadlines and complete assigned tasks within allotted timeframes.
  • Ability to influence others through shared outcomes and common goals 
  • Strong organizational, team building and leadership skills and the ability to work and navigate within a complex matrixed organization

#LI-REMOTE

#LI-HYBRID

Diversity, Equity & Inclusion at BigCommerce
 
Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.

Learn more about the BigCommerce team, culture and benefits at https://careers.bigcommerce.com.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
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    • ErlangLanguages
    • Objective -CLanguages
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    • jQueryLibraries
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    • AjaxLibraries
    • Backbone.jsFrameworks
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    • SpringFrameworks
    • jQueryFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS

What are BigCommerce Perks + Benefits

Culture
Volunteer in local community
We encourage our employees to give back to our local communities through volunteer work. BigCommerce provides two paid Charity/Volunteering Leave days per calendar year to all permanent employees.
Partners with Nonprofits
Each year, the BC family partners with Partnerships for Children to help kids in the Austin area who have been taken from their homes and are living in protective custody during the holidays.
Friends outside of work
Eat lunch together
Intracompany committees
We empower employees to define our culture in the areas of Wellness, Community/Volunteering and Team Building through our BigCommerce Employee Resource Groups (ERGs).
Daily sync
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
BEmpowered for women, non-binary people, and allies; BProud for LGBTQ+ and allies; B-United for Veterans and allies; BCinColor for people of color and allies; BigFamily for caregivers and alli
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
National United HealthCare PPO & HDHP plan options with deductibles as low as $500, coverage up to 100% for in-network services and low monthly premiums
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
BigCommerce offers equity to employees through a number of different occasions, including an annual equity performance review period.
Child Care & Parental Leave Benefits
Child Care Benefits
Subsidized placement services for child care.
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Unlimited vacation policy for salaried team members and generous accrued time off policy for non-exempt team members.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees parking in a garage on the property.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
BigCommerce offers a variety of opportunities for learning and development from training sessions and workshops, to different conferences to attend.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Career mentorship is available.
Continuing Education stipend
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

A free online store to help you live out your entrepreneurial dreams. Competitive compensation packages. Pet Insurance. Comprehensive health insurance coverage that starts on day one. Open vacation policy for salaried team members and generous accrued time off policy for hourly team members. Employee-driven team building activities like hackathons, paintball, rock climbing, social sports leagues, movie nights, river floats, etc. Peer to peer rewards and recognition program. Paid parental leave and adoption assistance for new parents. Employer-paid life insurance and disability coverage. Educational assistance for qualified pre- and post-grad courses.

We empower our employees to define culture in the areas of wellness & fitness, community & volunteerism, and team building through local culture clubs to help our employees connect. Our Employee Resource Groups (ERGs) support our diverse workforce through supportive, inclusive networks that help develop awareness and respect across the company. Additionally, we use programs to support our learning culture including our Learning Through Sharing Program, Lightning Talks, Lunch and Learns, Book Clubs, and guest speakers. We sustain our culture by understanding what drives our employees' engagement, measuring that engagement, and implementing initiatives to continue to make BigCommerce an even better place to work

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