Senior Collections Analyst

As the Senior Collections Analyst, Enterprise & Strategic Collections— U.S., you will own collections strategy and execution for a defined portfolio of Motive’s largest and most complex U.S. Enterprise and Strategic accounts. These accounts require dedicated, high-touch coverage because of their scale, contractual or billing complexity, relationship sensitivity, or elevated financial risk.

Reporting directly to the Senior Manager, Collections, you will partner closely with customer finance and accounts-payable stakeholders and with Motive’s Account Management, Customer Success, Billing, Revenue Accounting, and Order Management teams to resolve issues, secure payment commitments, and improve cash outcomes while protecting long-term customer relationships. You will maintain clear account-level risk and cash-forecast visibility and help improve the workflows and handoffs used across the broader collections organization.

This is a senior individual-contributor role with no direct reports. Account assignment should be based on portfolio complexity, customer needs, and business risk; routine or standardized accounts may remain in shared-service workflows.

What You'll Do:

• Own end-to-end collections strategy and execution for a portfolio of large U.S. Enterprise and Strategic customers, prioritizing actions based on amount, aging, payment behavior, dispute status, and risk.
• Build and maintain customer-specific collection plans, stakeholder maps, payment timelines, and escalation paths; serve as a trusted collections contact for customer finance and accounts-payable stakeholders.
• Secure, document, and actively monitor promises to pay; follow through on missed commitments and escalate material risks promptly.
• Partner with Account Management, Customer Success, Billing, Revenue Accounting, and Order Management to resolve invoice, contract, purchase-order, service, and payment-blocking issues.
• Balance customer partnership with clear, consistent follow-through on contractual payment obligations; communicate risks and next steps with sound judgment and professionalism.
• Maintain accurate account notes, invoice status, dispute reasons, payment commitments, and collection forecasts in the systems of record.
• Provide reliable cash, aging, and at-risk-account updates; explain forecast changes, material variances, and expected timing of collections to leadership and cross-functional partners.
• Identify and escalate credit, delinquency, and bad-debt risks; contribute account-level analysis to reserve, write-off, and close discussions with Revenue Accounting.
• Lead or contribute to reviews of high-risk and strategically important accounts, aligning owners and actions across teams until issues are resolved.
• Identify recurring process, policy, reporting, and system issues that slow collections; recommend practical improvements and help test or implement scalable fixes and automation.
• Coordinate with the broader global collections team on account handoffs, coverage, and escalation criteria to ensure consistent customer context and a clear owner.

What We're Looking For:

• 5+ years of experience in Collections, Accounts Receivable, or Finance Operations
• Deep experience designing and scaling collections processes, including automation, dunning strategy, and high-volume, low-touch recovery models.
• Experience using automation and AI to improve workflow design, prioritization, and collections outcomes.
• Experience managing day-to-day portfolio health, including account health, invoice status, collections forecasting, and timely cash application.
• Experience with international collections across markets such as Canada and the UK/EU.
• Strong analytical skills, sound business judgment, and the ability to use data to drive decisions and outcomes.
• Ability to partner effectively across Revenue Accounting, Billing, Order Management, and customer-facing Account teams.
• Demonstrated success managing Enterprise and Strategic collections in a relationship-sensitive environment.
• Deep experience with Zuora Billing is strongly preferred; experience with other billing or ERP platforms is a plus.
• Bachelor’s degree in Finance, Accounting, Business, or a related field.