Collections Specialist

Gong.io•Salt Lake City, UT

6d•$71,000 - $105,000•Remote

About The Position

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.

Requirements

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 Haves

Experience in a SaaS or recurring revenue environment.
Experience supporting billing operations or sales order approvals.

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.