AI-Driven Collections Specialist (Remote)

Gong; San Francisco (CA); On-site; USD 71,000 - 105,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Wellbeing stipend

Mental Health benefits

401(k) program

Education stipend

Flexible vacation

Parental leave

Recharge days

Work from home stipend

Job summary

Gong is seeking a Collections Specialist to drive timely payments and maintain precise accounts receivable records. You will partner with Sales, Revenue Operations, Legal, and Customer Success to resolve billing issues and accelerate cash collections in a high-growth SaaS environment.

The role emphasizes process improvements, AI-assisted workflows, and a positive customer experience while protecting cash flow. Remote work stipend supports flexible working arrangements.

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, 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.

Skills

Accounts Receivable

Collections experience

ERP & CRM systems

Excel advanced

AI productivity tools

Tools

NetSuite

Oracle

SAP

Salesforce

Job description

Gong is seeking a Collections Specialist to drive timely payments and maintain precise accounts receivable records. You will partner with Sales, Revenue Operations, Legal, and Customer Success to resolve billing issues and accelerate cash collections in a high-growth SaaS environment.

The role emphasizes process improvements, AI-assisted workflows, and a positive customer experience while protecting cash flow. Remote work stipend supports flexible working arrangements.