Collections Specialist, Sprout Social

• We know experience is built in a number of ways. Even if your background doesn’t match the exact requirements, we encourage you to apply and share any relevant skills in a cover letter
• We’re looking for someone who can quickly ramp and make an immediate impact on our collections process
• 2+ years of collection and cash application experience with proven experience utilizing collections tools and strategies
• 2+ years experience in a customer service or operational role, using several different software systems in tandem
• Strong oral & written communication skills, plus the ability to summarize complex situations for understanding and alignment
• Experience with Salesforce
• Solid account reconciliation skills

Desirable

• As a member of Sprout’s finance team, you’ll help better position Sprout for future growth while maintaining compliance and integrity at the highest level. No matter your role, everyone on the team has the opportunity to be a part of creating best-in-class processes and practices that can scale with the organization
• Our team is unique because we value transparency and direct ownership of responsibilities—meaning, you’ll always have our trust to help contribute to our overall goals and success as a department and organization
• Coordinate collection efforts for past due invoices, including outreach, follow-ups, and documentation of all communications and resolutions
• Partner with customers and internal teams to resolve billing issues, disputes, and questions, ensuring timely payment and account resolution
• Escalate complex collection or billing issues to Collections Management as needed
• Complete vendor setup forms and manage onboarding in customer billing portals
• Support daily cash application and investigate, resolve, or escalate discrepancies
• Maintain accurate records and reporting on collections activity, account status, and cash applications
• Provide regular updates on collections performance, risks, and account health
• Follow established Collections team processes and ensure compliance with audit and internal standards
• Leveraging your experience in collections and your confidence in communicating with customers, you’ll play a key role in driving timely payments and strengthening customer relationships
• You’ll take ownership of your day-to-day responsibilities while collaborating closely with cross-functional partners to ensure an efficient and effective collections cycle
• Within 1 month, you’ll plant your roots, including:
• Complete Sprout Social’s new hire training and onboarding program alongside other new Sprout team members. In these sessions, you will gain a broad understanding of our products and how your role directly impacts the product, the overall organization, and our customers
• Make a plan with your manager to set initial priorities, align on expectations for your role, and learn about Sprout’s collections and billing processes
• Have a strong understanding of the Finance team’s goals and key objectives and how your work supports Sprout’s overall business objectives
• Get to know your team and begin to build working relationships with co-workers and customers
• Within 3 months, you’ll start hitting your stride by:
• Reaching out to customers that are 60+ days past due
• Applying payments and supporting daily cash reconciliation
• Begin learning portal management
• Build an understanding of the invoicing process and support invoice generation to help maintain an organized and timely cash collection process
• Within 6 months, you’ll be making a clear impact through:
• Supporting successful portal billing for customers
• Assisting with collections on accounts that need additional attention
• Building strong working relationships across Sprout teams and with customers
• Within 12 months, you’ll make this role your own by:
• Supporting billing portal management processes and helping maintain documentation
• Maintaining collections on assigned accounts and contributing to overall cash collection goals
• Becoming a reliable point of contact for collections-related questions within your scope
• Continuously improving processes and ensuring accurate documentation
• Surprise us! Use your unique ideas and abilities to change Sprout in beneficial ways that we haven’t even considered yet
• Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager