Strategic Analyst - Collections Lead

Essential Responsibilities / Duties

• Analyze complex accounts and customer behavior to drive collections and revenue retention
• Manage a portfolio of high-risk and complex accounts end-to-end — conducting direct outreach, negotiating payment plans and settlements, and driving accounts to resolution
• Conduct direct negotiations with customers and internal stakeholders, to resolve high-dollar and sensitive collections situations
• Build partnerships with Sales, Finance, Ops, Tech, and Customer Success to resolve issues and align collections strategy, reporting, and operations with ARR retention and sales targets
• Own high-visibility escalations: research and prepare executive briefings, resolution recommendations, and risk assessments for SPS leadership
• Develop SPS’s third-party collections strategy and operations (e.g., agency evaluation, placement policies, compliance SOPs, performance reviews, workflow, and reporting)
• Gather input and analyze collections data to identify collections issues and root causes; design strategies and tactics that improve collections performance across segments and aging buckets
• Review collections reports for quality assurance; recommend training, metrics, process, and technology improvements to increase collections outcomes and operational effectiveness
• Oversee consistent process execution and training on collections business processes (e.g., write-offs, bankruptcy handling, payment plans, settlement negotiation, third-party collections, escalation handling, financial acumen)
• Build onboarding programs for new hires; mentor team members and serve as a senior resource, building SPS B2B collections best practices
• Lead process improvement initiatives to reduce cycle time, increase recovery rates, and scale collections workflows
• Lead multi-channel outreach programs with optimized tone, sequencing, escalation triggers, and templates; measure and improve outcomes
• Develop and launch multi-channel outreach programs with optimized tone, sequencing, escalation triggers, and templates; measure and improve outcomes

Minimum Requirements

• Bachelor’s degree, or equivalent combination of education and experience
• 7+ years in collections, accounts receivable, finance, or revenue operations; 3+ years in a senior or lead capacity
• Proven track record improving collections performance through measurement, analysis, strategy design, process improvement, and QA in a B2B or SaaS environment
• Proven experience managing third-party agencies or vendor management
• Demonstrated ability to manage executive-level escalations and negotiate complex resolutions with C-level / SVP-level contacts
• Strong financial acumen, data analysis and reporting skills; ability to synthesize large datasets, draw conclusions, identify actions, and communicate findings to an executive audience
• Skilled communicator with experience writing content and optimizing customer experience; strong executive presentation and negotiation skills
• Proficiency with CRM, ERP, AI, collections platforms, and advanced reporting tools (e.g., Excel, Salesforce, Tableau, SQL)
• Strong attention to detail and the ability to manage competing priorities in a high-change tech environment
• Experience structuring and delegating work in a team environment

Preferred Experience

• Deep understanding of B2B SaaS revenue models and collections practices, including ARR retention strategies and customer lifecycle management
• Experience with AI workflow design, automation tooling, or technology adoption in an operational team
• Advanced ERP and/or reporting expertise, including PowerBI and Salesforce report design
• Process improvement experience (Lean, Six Sigma)
• Experience in curriculum development, mentoring, or team upskilling

Location

This role follows a hybrid work model, with regular in-office presence required at our Minneapolis office.

What We Offer

• Comprehensive benefits package designed to support employees’ health, well-being, and financial security
• Commitment to our Employees: At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.
• We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.