JOB SUMMARY:

The Collections Manager is responsible for leading the collections function to drive sustainable cash flow, reduce delinquency risk, and improve working capital performance. This role owns performance against key Accounts Receivable KPIs including DSO, past due trends, and forecast accuracy, while partnering cross-functionally to resolve upstream drivers of delayed payment. The successful Collections Manager is a strategic, hands-on leader who develops high-performing teams, translates data into action, and implements scalable processes that improve cash outcomes and strengthen financial controls. This role balances operational rigor with strong people leadership, ensuring consistent execution, process discipline, and measurable performance improvement across the collections function. Success is demonstrated through sustained KPI improvement, enhanced team capability, and increased process efficiency.

SUMMARY OF ESSENTIAL JOB FUNCTIONS:

Cash Performance, Portfolio Management & Team Leadership (~50%)

• Drive cash performance by developing a high-performing team that owns portfolio outcomes and improves working capital velocity.
• Own and deliver collections KPIs including current %, past due %, aging performance, and forecast accuracy
• Lead collection strategy across a portfolio of $300M+ spanning enterprise, strategic, international, and SMB customers
• Establish clear performance expectations, productivity standards, and accountability routines
• Coach and develop collectors to strengthen negotiation capability, portfolio prioritization, and root cause identification
• Foster an ownership mindset within the team aligned to cash outcomes
• Conduct regular performance reviews and monthly performance deep dives
• Create and manage weekly cash forecasts and actively manage risk to forecast
• Lead weekly past due reviews, establish priorities, and remove barriers to resolution
• Identify payment behavior trends and adjust collection strategies accordingly
• Drive timely resolution of escalations and complex collection issues
• Monitor aging trends and implement strategies to reduce DSO and delinquency risk
• Ensure accurate and consistent commentary, coding discipline, and resolution tracking
• Approve balance adjustments and support month-end close activities

Operational Excellence & Continuous Improvement (~30%)

• Improve scalability and efficiency by strengthening policies, governance routines, and process discipline across the collections lifecycle.
• Evaluate and enhance collections policies, procedures, and governance standards
• Identify root causes of delayed payment and implement sustainable remediation plans
• Lead & implement process improvement initiatives that reduce cycle time and eliminate rework
• Standardize collection commentary, coding practices, and performance tracking
• Establish preventative controls that reduce recurring disputes and preventable delays
• Partner cross-functionally with Sales, Billing, Finance, Operations, and Customer Success to improve invoice readiness and reduce friction in the Order-to-Cash process
• Support audit requirements and maintain documentation aligned to internal control standards
• Provide reporting and insights into collection performance trends and improvement opportunities

Risk Management & Reconciliation Integrity  (~20%)

• Own and oversee the research, resolution, and application of credit memos (CMs)
• Own unapplied cash balances, ensuring timely research, resolution, and application
• Partner closely with the Credit Manager on customer risk assessments, credit exposure, and escalation strategy
• Support bankruptcy ownership, including coordination, documentation, and status tracking
• Ensure collectors own past‑due Sales Order (SO) holds and resolution plans
• Collaborate cross‑functionally (Sales, Billing, Finance, Tax, Operations) to resolve upstream issues impacting collections
• Ensure compliance with internal controls, audit readiness, and collection of governance standards

REQUIRED SKILLS AND EXPERIENCE:

• Minimum 3 years of experience managing an Accounts Receivable or Collections team
• Experience leading teams of 3 or more direct reports
• Demonstrated career progression within Finance or Accounts Receivable
• Solid understanding of B2B collections, and the order to cash process
• Strong ability to collaborate cross‑functionally to resolve complex customer and process issues
• Demonstrated, proven & proficient ability to lead and execute multiple complex initiatives simultaneously in a fast-paced environment.
• Proven analytical skills with the ability to research issues, identify root causes, and build sustainable remediation plans
• Passionate about the customer (internal & external) experience, improving cash flow and eliminating waste.
• Advanced proficiency in Microsoft Excel; strong working knowledge of MS Office
• Experience managing credit memos, unapplied cash, and customer disputes
• Excellent written and verbal communication skills
• Demonstrate the ability to challenge the status quo and offer informative solutions professionally.
• Make independent and well-informed decisions.
• Ability to multitask and handle competing projects.
• Self-starter that works well under little supervision.

JOB SUMMARY:

The Senior Engineer is responsible for leading the development and implementation of complex solutions that drive client success. This role combines advanced technical expertise with leadership skills to guide projects, mentor junior engineers, and ensure best practices are consistently applied. The Senior Engineer serves as a trusted advisor, influencing technical strategy, improving processes, and delivering scalable, high-quality solutions.

SUMMARY OF ESSENTIAL JOB FUNCTIONS:

• Implement and document solutions based on defined requirements and architectural guidelines.
• Implement enterprise solutions in collaboration with engineering and delivery teams.
• Participate in system migrations, upgrades, integrations, and modernization initiatives.
• Conduct solution assessments and assist with proof of concepts or pilots.
• Ensure solutions align with organizational standards, best practices, and compliance requirements.
• Troubleshoot technical challenges and recommend effective resolutions.
• Collaborate with Architects to ensure architectural consistency across projects.
• Develop technical documentation, diagrams, and deployment guides for project teams.
• Provide technical support to delivery teams during implementation.
• Stay current with emerging technologies and contribute to knowledge sharing within the team.

Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
• 6+ years of professional technical experience preferably with 2-4 years of experience in solution design, or architecture roles.
• Strong working knowledge of core IT domains:
• Identity Solutions:
• Microsoft Active Directory Services
• Microsoft Entra ID / Entra ID Connect
• MFA / Conditional Access
• PIM (Privileged Identity Management)
• Microsoft 365 Suite
• Microsoft Security and Governance:
• Microsoft Purview
• Microsoft Defender for Cloud
• Device Management & Endpoint Security
• Microsoft Intune
• Endpoint Configuration Manager
• Windows Autopilot
• Microsoft Power Platform
• Azure Virtual Desktop
• Windows Server
• Broad technical expertise across multiple domains (e.g., hybrid cloud, distributed systems, security).
• Relevant professional certifications preferred.
• Microsoft 365 Certified: Administrator Expert (MS-102)
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• Microsoft Certified: Power Platform Developer Associate (PL-400)
• Microsoft Certified: Azure Virtual Desktop Specialty (AZ-140)
• Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800)
• Experience implementing enterprise solutions in real-world client or enterprise environments.
• Experience contributing to technical assessments, designs or proofs of concept.
• Solid problem-solving and analytical abilities.
• Ability to approach client and sales requests in a proactive and consultative manner; listen and understand user requests and needs and effectively deliver
• Strong written and verbal communication skills for documenting and presenting technical solutions.
• Ability to work effectively in team-based environments with cross-functional stakeholders.
• Highly organized and capable of managing multiple projects in dynamic environments.
• Ability to travel if required.

JOB SUMMARY:

Under the general direction of the Manager of Tax and Treasury, the Tax Accountant (Indirect) will work with internal teams, tax authorities and external accounting firms, to ensure complete, accurate and timely tax calculations and filings of indirect tax returns. This position will conduct thorough research and keep up to date with latest tax regulation updates to ensure compliance with required tax provisions and minimize liability during tax audits.

This position will analyze, resolve various tax issues, prepare and maintain property tax filings, sales and use tax filings.

SUMMARY OF ESSENTIAL JOB FUNCTIONS:

Sales and Use Tax 

• Ensure accurate tax coding and exemption treatment for transactions in compliance with state and local regulations and provide timely support to sales teams.
• Review and update customer exemption certificates per state requirements.
• Process customer refund requests.
• Analyze purchase invoices for taxability and prepare use tax accruals.
• Maintain Avalara setups for accurate sales tax returns and remittances.

Income Tax and Compliance

• Prepare and submit quarterly and annual estimated income tax payments.
• Address and resolve tax notices from authorities.
• Maintain and enhance the tax compliance calendar and login records.
• Support peak periods by gathering documentation, researching filing requirements, and updating tax rates.
• Assist with entity registrations, including opening and closing state accounts.
• Prepare return packages for corporate and partnership filings.

Fixed Assets

• Maintain accurate fixed asset records, including acquisitions, disposals, and tax depreciation.
• Provide documentation for internal and external audits.
• Collaborate with other departments to improve asset management processes.
• Prepare workpapers and timely renditions for Business Personal Property tax.

REQUIRED SKILLS AND EXPERIENCE: 

• Bachelor’s degree (BA) in Accounting or Finance Field required.
• A minimum of 2 years of in-house corporate tax accounting experience in sales tax, property tax and multi-state audits.
• Strong project management stills with the ability to effectively prioritize tasks in a fast-paced, high-volume, and evolving work environment.
• Highly organized, detail-oriented, and excellent time management skills.
• Ability to research tax rules for products and services.
• Ability to deliver on deadline driven projects and manage multiple work streams.
• Ability to work with team members in different locations and time zones.
• Strong interpersonal skills and ability to communicate clearly and concisely to all levels within the organization.
• Outstanding analytical skills and a proven ability to connect data analysis with business issues and decisions.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.) and experience working in Avalara and ERP systems. NetSuite experience a plus.
• Good understanding of Information Technologies is a plus.

JOB SUMMARY:

The Senior Service Delivery Manager (Senior SDM) will lead the delivery of managed services for high-impact client accounts under the CEM program. This role is responsible for overseeing operational excellence, aligning delivery with client expectations, and driving cross-functional coordination with resolver groups. The Senior SDM will serve as a strategic advisor to both clients and internal stakeholders, ensuring services are delivered with consistency, accountability, and business value.

SUMMARY OF ESSENTIAL JOB FUNCTIONS:

• Lead the end-to-end client lifecycle: onboarding, stabilization, operations, and renewals.
• Manage and govern service performance across resolver groups and CEM resources.
• Develop and maintain service runbooks, operational playbooks, and reporting cadences.
• Partner with CEM peers (Business Analysts, Client Managers, Quality Specialists) to support program deliverables.
• Conduct incident, change, and problem reviews in ServiceNow with clear documentation and trend analysis.
• Own renewal planning and expansion strategies based on service outcomes and value delivery.
• Present service performance, SLA adherence, and value metrics during QBRs and executive meetings.
• Lead post-mortems and implement lessons learned across the lifecycle.
• Drive proactive risk mitigation and capacity planning with operational teams.
• Serve as escalation point for service issues and root cause coordination.
• Mentor junior SDMs and contribute to team knowledge sharing.

REQUIRED SKILLS AND EXPERIENCE:

• Bachelor’s degree in IT, Business, or related discipline required.
• 7+ years of experience in service delivery, managed services, or IT operations.
• Strong knowledge of ITIL v4, including incident, change, and problem management workflows.
• Experience using ITSM platforms, particularly ServiceNow.
• Exceptional communication, negotiation, and executive presentation skills.
• Demonstrated success in client relationship management and delivery governance.
• ITIL v4 Certification required; PMP or equivalent certification preferred.

About the Role:

Reporting to the Client Services Center Manager, the Technical Contract Analyst will assist the sales, engineering, and services operations organizations by providing professional writing, editing, reviewing, and validating services agreements, statements of work, and other internal team projects as needed. Responsible for providing creative and technical writing support to develop and structure complex professional services into standard legal contracts.

What You’ll Do:

• Research, write, revise, and proofread new or existing proposals, Master Service Agreement (MSAs), Statements of Work (SOWs), and technical documentation.
• Partner with internal sales team, engineering team and/or clients to understand the technical elements and objective(s) of the services solution and incorporate the necessary requirements into a legal services contract.
• Liaise with Trace3 Legal for necessary approvals, validate new contract language, and/or assess risk.
• Compare and analyze multiple services agreements and contracts to identify and redline conflicting legal terms, billing terms, broad or undefined scope, including alignment of Client MSA and subcontractor MSA/subcontractor SOW when applicable.
• Actively update status of assigned services requests in CRM to reflect current stage of SOW development.
• Ensure all materials meet internal and external business and legal standards, and follow appropriate corporate standards, guidelines, and approval processes.
• Collaborate with engineering practice directors to create specialized SOW/PSA templates for Trace3 service offerings requiring little to no customization of scope.
• Provide regular and proactive communication throughout SOW development and escalate with appropriate stakeholders to deliver within established service level agreements (SLA), and/or Client requested deadline.
• Follow established process documentation, formatting guidelines and applicable instructions by utilizing relevant document templates custom to a client, service offering, and/or contract type.
• Maintain standardized language and documentation practices that allow for consistent development and execution of services agreements.
• Lead creative and productive collaboration while applying best judgement to ensure both Trace3 standards and client requirements are balanced.
• Edit documents to verify accuracy, consistency, grammar, and format.
• Actively prioritize workload to ensure production and delivery of quality, professional documents that meet or exceed customer requirements is consistent.
• Support the goals of the Client Experience organization as needed.
• May perform other duties as assigned by supervisor.

Qualifications & Interests:

• B.S. or B.A. degree from an accredited university, or equivalent experience.
• A minimum of two years of statement of work writing in a technical environment.
• Working knowledge of IT Infrastructure with the ability to read, analyze and interpret scope and level of effort (LOE).
• Experience working on multiple projects and platforms at a time.
• Experience working in a professional services environment is a plus.
• Consistent high attention to detail.
• Able to maintain composure in high demand, high volume, complex scenarios
• Strong interpersonal skills to work effectively with various stakeholders (employees, vendors, and clients).
• Strong communication and collaboration skills (verbal and written) while working with all levels of management in obtaining consensus on project requirements and deliverables.
• Ability to express technical concepts in clear and concise terms appropriate for the intended audience.
• Excellent time management and organizational skills.
• High degree of creativity and problem-solving ability.
• Proficiency in Microsoft Office Word, Excel, PowerPoint, etc.