Collections Specialist

About KaseyaKaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar. Position SummaryThe Collections Specialist plays a key role in supporting both the company’s financial health and customer experience. This position is responsible for managing accounts receivable while building strong, professional relationships with customers. The ideal candidate approaches collections with a solutions-oriented mindset—working collaboratively with customers to resolve past-due balances, address concerns, and ensure a positive overall experience.Key ResponsibilitiesManage a portfolio of customer accounts with a focus on maintaining positive relationships and driving timely payment and reducing delinquencyProactively communicate with customers via phone and email to provide payment reminders and supportPartner with customers to understand payment challenges and offer appropriate solutions, including payment plans when necessaryInvestigate and resolve billing discrepancies, disputes, and account concerns with urgency and professionalismCollaborate cross‑functionally with Sales, Customer Success, and Billing to resolve issues impacting payment and improve customer retentionMaintain accurate, detailed, and customer-focused collection notes in the systemMonitor aging reports and prioritize outreach based on customer needs and account riskEducate customers on billing processes, payment options, and account status to prevent future issuesRecommend account actions (e.g., credit holds) thoughtfully, balancing customer relationships with company policySupport month-end accounts receivable activities and reportingUtilize CRM and billing platforms (e.g., Salesforce, NetSuite) to manage accounts and track collection activityRequired QualificationsAssociate’s or Bachelor’s degree in Finance, Accounting, Business Administration, or related field preferred2+ years of collections, accounts receivable, or customer account management experience (SaaS or technology industry preferred)2+ years experience working in a customer-facing role with a focus on issue resolutionPreferred QualificationsFamiliarity with accounting or collections systems (e.g., NetSuite, SAP, GetPaid, or similar)Proficiency in Microsoft Excel and OutlookStrong interpersonal and communication skills with a customer-first mindsetEffective problem-solving and conflict resolution skillsSelf-motivated with the ability to manage multiple accounts and prioritiesExperience in a subscription-based or SaaS billing environmentFamiliarity with CRM and automated collections toolsBasic understanding of credit risk and financial analysisAdditional informationKaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.