Collections Specialist

• Manage a portfolio of customer accounts and proactively drive timely payment through organized, professional collections activity.
• Use accounts receivable aging, account-level data, and sound judgment to prioritize risk, resolve payment issues, and support AR reporting.
• Partner across Sales, Licensing, and other teams while improving dunning workflows and collection processes to increase effectiveness and reduce manual effort.

About the Role

• Manage a portfolio of customer accounts, proactively follow up on outstanding receivables, and maintain professional communication regarding invoices, payment status, and customer commitments.
• Review accounts receivable aging, identify past-due balances and trends, and prioritize collection activity based on risk and business impact.
• Research delayed or disputed payments, identify root causes, and partner with Sales, Licensing, and other stakeholders to resolve account and payment issues while maintaining ownership through resolution.
• Maintain accurate records of collection activity, disputes, commitments, follow-up actions, and escalations, and support AR reporting and analysis of aging trends, collection status, and key metrics.
• Manage and optimize systematic dunning parameters and automated collection workflows, including rules, timing, communication cadence, and escalation criteria; evaluate performance and recommend adjustments.
• Identify recurring collection challenges and process gaps, and develop practical solutions that improve collection effectiveness, customer experience, and broader Accounts Receivable initiatives.

We are looking for you if you have

• 3+ years of experience in collections, accounts receivable, or a similar customer-facing financial role; B2B collections experience is preferred.
• Strong organizational and time-management skills, with the ability to independently manage a portfolio of accounts, competing priorities, and follow-through.
• Excellent written and verbal communication skills, with a professional and persistent approach to customer follow-up and strong cross-functional relationship-building skills.
• Strong problem-solving and analytical skills, with comfort working with aging reports, account-level data, and issues that require investigation through resolution.
• Experience with ERP, billing, accounts receivable, CRM, or customer account management tools; experience managing automated dunning processes or collection workflows is preferred.
• Strong Excel or spreadsheet skills, attention to detail, adaptability, and a continuous-improvement mindset focused on finding smarter and more efficient ways of working.

Why you should join the SmartBear crew

• You can grow your career at every level.
• We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
• We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
• We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically – the whole person.
• We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

Did you know?

• Our main goal at SmartBear is to make our technology-driven world a better place.
• SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
• SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland and Bangalore, India.
• We’ve won major industry (product and company) awards including SD Times, DeveloperWeek's Devies Award, the AI Breakthrough Award, and BuiltIn Best Places to Work.

SmartBear is committed to creating an inclusive workplace for employees where all individuals are treated with respect and dignity. We are an equal opportunity employer and make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, gender, disability, veteran status, sexual orientation, or any other protected status under applicable laws. We are dedicated to fostering a workplace that reflects a diversity of thought and experience as well as our values of being smart, open, driven, accountable, and curious.

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