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Job Summary

The Global Cilling and Credit Commection Analyst (GBCC Analayst) supports end-to-end Invoice-to-Cash activities across Billing, Credit, Collections, Customer Account Management and Dispute Resolution. The role requires an individual capable of working across multiple disciplines rather than specializing in a single process area.

The analyst supports global customers and partners with Sales, Customer Success, Finance, Revenue Accounting, Operations and external customers to enable accurate billing, timely collections, proactive credit management and a strong customer experience. The role combines transactional execution, analytical problem-solving, stakeholder management and AI-enabled operational support within a global, customer-segmented operating model.

Responsibilities

Billing Operations

• Review and support customer billing activities to promote invoice accuracy and completeness
• Investigate and resolve billing discrepancies
• Coordinate with Revenue Accounting, Order Management, Sales and Customer Success to resolve invoice-related issues
• Support customer inquiries regarding invoices, credits, tax questions and account balances
• Assist with billing escalations and root-cause analysis

Credit Management

• Support customer credit reviews using established policies and procedures
• Assist with analysis of financial information, payment behavior and risk indicators
• Support new-customer credit assessments and existing-customer reassessments
• Monitor customer exposure and credit limits and escalate potential risks
• Partner with management on credit-related recommendations and actions

Collections Management

• Manage an assigned customer portfolio
• Contact customers regarding outstanding balances and payment commitments
• Negotiate payment plans consistent with company policy
• Follow up on delinquent accounts and document collection activities
• Support credit-hold processes and escalation procedures
• Partner with Sales, Customer Success and Account Teams on collection strategies

Dispute Management

• Research and resolve customer disputes
• Coordinate cross-functional investigations and identify resolution paths
• Ensure disputes are properly documented and tracked
• Drive timely closure of customer issues
• Identify recurring dispute drivers and recommend preventive actions

Customer Portfolio and Stakeholder Partnership

• Manage accounts aligned to GBCC servicing models and apply differentiated servicing approaches
• Understand customer complexity, payment practices and risk indicators
• Balance customer experience with financial stewardship
• Serve as a trusted operational contact and build relationships with Sales, Customer Success, Revenue Accounting, Operations, Legal, Finance and Commercial Leadership
• Communicate professionally with executive customer contacts when required
• Own issues through resolution, coordinate cross-functional action plans, drive follow-up and escalate risks proactively

Analytics, Operational Excellence and Controls

• Analyse aging reports, billing trends, dispute drivers, payment behaviour and portfolio risk indicators to achieve operational objectives
• Support reporting for DSO, ADD, aging performance, credit exposure, collection effectiveness, billing accuracy and invoice timeliness
• Identify trends, risks and improvement opportunities
• Participate in process improvement and standardization initiatives
• Provide accurate customer-account data and analysis to support Finance-led reserve reviews
• Maintain accurate documentation, data integrity, policy compliance, audit readiness and appropriate escalation of exceptions

AI, Automation and Global Operations

• Leverage automation tools and AI-supported workflows and validate AI-generated recommendations
• Manage exceptions requiring human judgment
• Support continuous improvement, process standardization, testing and adoption of future automation initiatives
• Support self-service and digital operations as capabilities mature
• Support customers across multiple regions and time zones within a globally standardized servicing framework
• Understand regional payment practices, tax considerations, languages and collections requirements
• Balance global consistency with local customer needs and apply regional requirements within the global operating model

Qualifications

Required

• Bachelor's degree, or regional equivalent qualification, in Finance, Accounting, Economics, Business Administration or a related discipline
• Relevant experience in Billing, Accounts Receivable, Credit, Collections, Financial Operations, Customer Financial Services, Shared Services Operations or related business disciplines
• Recent graduates with strong analytical and customer-facing capabilities may also be considered
• Advanced written and verbal English
• Strong analytical and problem-solving skills
• Ability to manage multiple priorities and work across process areas
• Customer-facing and stakeholder-management capability
• Sound business judgment, ownership and accountability

Preferred

• Experience supporting multinational customers
• Shared Services or Global Business Services experience
• Experience with Oracle, SAP, Salesforce or similar platforms
• Experience with reporting and analytics tools
• Process-improvement experience
• Exposure to workflow automation, AI-enabled business processes or customer-segmented portfolio environments
• Additional language proficiency

Critical Competencies

• Business acumen: connects billing accuracy, customer satisfaction, collections performance, risk and cash flow
• Customer focus: balances customer experience with policy compliance and financial stewardship
• Business judgment: evaluates complex situations and makes sound recommendations
• Problem-solving: investigates independently and drives cross-functional resolution
• Communication: communicates effectively with customers, partners and leadership
• Stakeholder management: builds relationships and influences outcomes
• Accountability: owns outcomes and follows through on commitments
• Adaptability: operates effectively in a transforming, global and AI-enabled environment
• Continuous improvement: challenges inefficiency and supports standardization and automation

Success Profile

The successful candidate is an English-speaking, highly analytical customer-financial-operations professional capable of operating across Billing, Credit, Collections, Disputes, Customer Escalations, Analytics, Customer Experience and AI-enabled workflows. The candidate demonstrates ownership, business judgment, cross-functional influence and comfort operating in ambiguity.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law. 

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