AI-Driven Collections Specialist for Cash Flow

Gong; Salt Lake City (UT); On-site; USD 71,000 - 105,000; Full time

Benefits offered by this job

Medical, dental and vision plans

Wellbeing Fund

Mental Health benefits

401(k) program

Education & learning stipend

Flexible vacation time

Paid parental leave

Recharge days

Work from home stipend

Job summary

Gong is hiring a Collections Specialist to drive timely collections, reduce DSO, and protect cash flow while ensuring a positive customer experience.

You will partner with customers and internal teams to resolve billing issues, maintain accurate AR records, and support scalable Order-to-Cash processes in a high-growth setting. This role emphasizes AI-powered productivity and process improvements within a dynamic team.

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.

Responsibilities

• Manage inbound customer billing and payment inquiries through the Accounts Receivable shared mailbox and ticketing system.
• 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.

Skills

Accounts Receivable

Collections

Billing

Payment application

Excel/Google Sheets

AI tools

Communication

Problem-solving

Tools

NetSuite

Oracle

SAP

Salesforce

Customer portals

Job description

Gong is hiring a Collections Specialist to drive timely collections, reduce DSO, and protect cash flow while ensuring a positive customer experience.

You will partner with customers and internal teams to resolve billing issues, maintain accurate AR records, and support scalable Order-to-Cash processes in a high-growth setting. This role emphasizes AI-powered productivity and process improvements within a dynamic team.