This role supports Gong's continued growth by driving timely collections, reducing DSO, minimizing bad debt risk, and ensuring a positive customer experience while protecting cash flow. The Collections Specialist partners with customers and internal teams to resolve billing and payment issues, accelerate cash collections, maintain accurate AR records, and support operational efficiency through process improvements and AI. The role also provides backup support for billing, sales order approvals, and payment applications, helping ensure business continuity and scalable growth. RESPONSIBILITIES • Manage inbound customer billing and payment inquiries through the Accounts Receivable shared mailbox and ticketing system, ensuring timely and professional responses. • Proactively follow up on outstanding invoices and resolve payment delays while maintaining positive customer relationships. • Research and resolve billing discrepancies, invoice disputes, purchase order issues, and payment questions by partnering with internal stakeholders. • Prepare customer account reconciliations and statements upon request. • Monitor customer billing portals, including invoice submission, payment status, and compliance with customer requirements. • Collaborate with Sales, Revenue Operations, Legal, Customer Success, and Revenue Accounting to resolve billing and collection issues. • Provide backup support for sales order approvals, invoice revisions, and billing operations during team coverage. • Assist with payment application activities and research unapplied or misapplied cash as needed. • Maintain accurate customer account records and document collection activities. • Identify recurring issues and recommend process improvements to improve efficiency and customer experience. • Leverage AI and automation tools to streamline communications, summarize account activity, and reduce manual administrative work while maintaining appropriate oversight. • Assist with monthly reporting, audit requests, and other Accounts Receivable and Revenue initiatives. • Contribute to the development and maintenance of standard operating procedures supporting a scalable Order-to-Cash process. QUALIFICATIONS • 3+ years of experience in Accounts Receivable, Collections, Billing, or Order-to-Cash. • Experience collecting commercial customer accounts in a high-volume environment. • Strong understanding of invoicing, collections, account reconciliation, and payment application concepts. • Experience with ERP systems such as NetSuite, Oracle, SAP, or similar, as well as Salesforce. • Experience working with customer procurement or invoicing portals. • Strong analytical and problem-solving skills with exceptional attention to detail. • Excellent written and verbal communication skills. • Intermediate to advanced Excel or Google Sheets skills (pivot tables, lookups, filtering, reporting). • Demonstrated ability to identify process improvements and drive operational efficiencies. • Experience using AI productivity tools such as ChatGPT, Microsoft Copilot, or similar. • Ability to manage competing priorities in a fast-paced, high-growth environment. Nice-to-Have Qualifications • Experience in a SaaS or recurring revenue environment. • Experience supporting billing operations or sales order approvals. PERKS & BENEFITS • We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family's needs. • Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle. • Mental Health benefits with covered therapy and coaching. • 401(k) program to help you invest in your future. • Education & learning stipend for personal growth and development. • Flexible vacation time to promote a healthy work-life blend. • Paid parental leave to support you and your family. • Company-wide recharge days each quarter. • Work from home stipend to help you succeed in a remote environment. The annual salary hiring range for this position is $71,000 - $105,000 USD. Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets. We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect. We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the [redacted].io domain. Any outreach claiming to be from Gong via other sources should be ignored. <<#LI-KG1>>