Credit & Collections Analyst

Salesforce•Indianapolis, IN

About The Position

Collectors are directly responsible for converting accounts receivable into cash by collecting payments from customers, positively affecting Salesforce’s cash flow. The role manages an assigned Enterprise portfolio, balances standard collection efforts with process improvement, and supports specialty collections involving M&A, AWS, Mulesoft, Tableau, and other areas. The analyst evaluates customer solvency and willingness to pay, facilitates payment, negotiates payment plans for distressed accounts within the established approval matrix, resolves billing disputes with internal partners, and carries out collection activities in accordance with Salesforce policies and processes.

Requirements

Degree or equivalent relevant experience; experience is evaluated based on role Values & Behaviors and may include extracurricular leadership, military, volunteer, or work experience.
At least 1 year of credit collections experience in a high-growth environment or equivalent.
Experience contributing to process improvement initiatives and/or project management.
Strong organizational and customer relationship skills to manage high transaction volumes and varied customer interactions.
Demonstrated initiative and curiosity, including actively experimenting with AI tools.
Ability to thrive on a team, work independently, manage competing priorities, and deliver accurate results on deadline in a fast-paced, high-growth environment.

Responsibilities

Manage an assigned Enterprise portfolio, balancing standard collection work and process improvement initiatives, while supporting M&A, AWS, Tableau, Mulesoft, and other specialty collections.
Evaluate account solvency and customer willingness to pay; provide documentation such as invoices and payment instructions to facilitate payment; and negotiate payment plans for distressed accounts under the established approval matrix.
Resolve billing disputes with Sales Operations, Sales teams, and other internal stakeholders.
Escalate significant payment issues to Collections and Sales management and partner with Credit Analysts on financially distressed accounts.
Conduct collection activities according to Salesforce policies and processes, including executing suspensions on delinquent accounts and providing suspended-account details to the Write-Off and Bad Debt team.
Contribute to process improvement projects as assigned.