Collections Specialist

About the role

Kaseya 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.

Key Responsibilities

• Manage a portfolio of customer accounts with a focus on maintaining positive relationships and driving timely payment and reducing delinquency
• Proactively communicate with customers via phone and email to provide payment reminders and support
• Partner with customers to understand payment challenges and offer appropriate solutions, including payment plans when necessary
• Investigate and resolve billing discrepancies, disputes, and account concerns with urgency and professionalism
• Collaborate cross-functionally with Sales, Customer Success, and Billing to resolve issues impacting payment and improve customer retention
• Maintain accurate, detailed, and customer-focused collection notes in the system
• Monitor aging reports and prioritize outreach based on customer needs and account risk
• Education customers on billing processes, payment options, and account status to prevent future issues
• Recommend account actions (e.g., credit holds) thoughtfully, balancing customer relationships with company policy
• Support month-end accounts receivable activities and reporting
• Utilize CRM and billing platforms (e.g., Salesforce, NetSuite) to manage accounts and track collection activity

Required Qualifications

• Associate’s or Bachelor’s degree in Finance, Accounting, Business Administration, or related field preferred
• 2+ 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 resolution

Preferred Qualifications

• Familiarity with accounting or collections systems (e.g., NetSuite, SAP, GetPaid, or similar)
• Proficiency in Microsoft Excel and Outlook
• Strong interpersonal and communication skills with a customer-first mindset
• Effective problem-solving and conflict resolution skills
• Self-motivated with the ability to manage multiple accounts and priorities
• Experience in a subscription-based or SaaS billing environment
• Familiarity with CRM and automated collections tools
• Basic understanding of credit risk and financial analysis

Additional Information

Kaseya 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.