Global Billing Operations Manager, Grafana Labs
Collections
$88-106k
Salary applicable for US based candidates, may vary in other locations + RSUs
More information about location
The open and composable observability platform
Be an early applicant
The open and composable observability platform
1001+ employees
Be an early applicant
$88-106k
Salary applicable for US based candidates, may vary in other locations + RSUs
More information about location
1001+ employees
Company mission
To unite data, no matter where it lives, and empower its users to analyze, take action, and make smart decisions.
Role
Who you are
- This position is ideal for a systems-minded operator who works smarter to free up time and focus on the work that matters most, has a passion for automation, and is eager to scale collections processes in a growing SaaS environment
- 5+ years of experience in B2B collections, accounts receivable, or Order-to-Cash roles
- Strong understanding of AR processes, billing systems, and dispute management
- Experience supporting SaaS businesses, including consumption or usage-based pricing models
- Experience managing collections for cloud marketplaces (AWS, GCP, Azure) strongly preferred
- Proven ability to manage complex customer relationships and sensitive financial conversations
- Analytical, risk-aware mindset with experience using data to prioritize work and influence outcomes
- Strong systems mindset with a passion for automation and scalable process design
- Comfortable working cross-functionally in a fast-paced, scaling environment
- Excellent written and verbal communication skills
- Experience with ERP and AR systems (e.g., NetSuite) preferred
- Experience enhancing ticketing systems (Zendesk preferred)
- Experience with Salesforce
- Advanced collections and negotiation skills
- Strong judgment and decision-making skills
- Ability to influence
- Company- and cash-first mindset
- Customer-centric mindset balanced with financial rigor
- High attention to detail and strong ownership mentality
- Continuous improvement orientation
- Mentorship mindset, with a willingness to coach and share best practices
- Strong partnerships with internal stakeholders
- You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity
What the job involves
- Grafana Lab’s Order to Cash team is hiring for a Collections Manager to optimize the end-to-end collections process. The role will have significant business impact driving timely cash receipts, minimizing bad debt, and supporting strong customer relationships
- This role partners closely with Sales, Finance, and Legal while owning the full accounts receivable aging and leading collections strategy
- This is an individual contributor (IC) role reporting directly to the Sr. Manager, Financial Operations
- Own the end-to-end collections process for the entire AR aging, driving timely resolution of past-due balances through proactive outreach and negotiation
- Manage collections through a case management system, owning assigned tickets, queues, and collections escalations end to end
- Evolve and enhance collections strategies aligned with company policies, customer segmentation, and risk profiles
- Analyze AR aging, payment trends, consumption patterns, and dispute data to identify risk, prioritize actions, and improve cash flow
- Resolve billing disputes by coordinating with Billing, Sales, and other internal teams
- Lead and resolve complex collections escalations, applying sound judgment and risk mitigation principles
- Own the downgrade and bad debt write-off process, ensuring proper review, documentation, and approvals
- Spearhead continuous improvement initiatives be leveraging AI specifically in process documentation, automation, and tooling enhancements to scale the business
- Build systems and workflows that reduce manual effort and enable efficient, repeatable collections operations
- Provide insights and recommendations to leadership on AR health, customer risk, and process efficiency
- Support month-end and quarter-end close activities related to accounts receivable
- Own Collections Cash forecasting and working closely with Finance & Strategy team to align company cash targets
- Collaboration and mentorship with junior team members across Order to Cash
- Reduced past-due AR and improved DSO
- Scalable, well-documented, and automated collections practices
Our take
Observability plays a crucial role in software development, where dashboards are pivotal for monitoring the health of IT infrastructure across an organization. However, for developers, the frustration of spending unnecessary time navigating between different dashboards to find the latest information detracts from valuable programming time.
Grafana collaborates closely with its clients to create customizable observability platforms, striving to enhance efficiency in observability. Its offerings include cloud-based data structures, dashboards, API plugins, and collaboration tools. Currently, Grafana boasts over 25M users globally, with a customer base exceeding 5,000, including prominent names like Bloomberg, PJ Morgan Chase, eBay, PayPal, and Sony.
While Grafana provides free plans with a simplified tool package, the Grafana Enterprise Stack offers customized observability solutions on a monthly subscription basis. The company's ongoing strategy revolves around continually improving Grafana to meet users' demands, enhancing functionality with each iteration, and fostering community engagement by enabling users to share their Grafana dashboards with the broader open-source community.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
49% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2024
$270m
SERIES D
Apr 2022
$240m
SERIES D
Total funding: $805.2m
Company benefits
- Vacation: Balance is key. Our team enjoys 30 days of paid vacation each year on top of national holidays, parental leave, and sick leave. We also take a breather on a number of Grafana Shutdown Days each year
- Healthcare: We’re proud to provide health coverage or stipends for our colleagues in the US, UK, Canada, the Netherlands, Sweden, Singapore, and India
- Retirement planning: There’s no time like the present to start saving for your future. We make employer contributions into the pension pots of our team members in the US, UK, Canada, the Netherlands, Sweden, and Germany
- Professional development: On top of a $1,500 annual learning and development stipend, Grafanistas have thousands of on-demand courses at their fingertips to help them grow professionally. Want to attend a conference or training? Go ahead. Just pass on what you learned
- Work location: Vast majority of our roles are fully remote, focused on hiring the best talent and allowing you to perform from the comfort of your home. If you fancy a change of scene, we’ll also reimburse you up to $175 a month for a personal co-working space
- Choice of tech: There’s no one-size-fits-all when it comes to the tech required to do your job. Choose the laptop and accessories you need when you join us, and we’ll refresh them every three years
- Mindfulness: When you join the team, you can sign up for a complimentary subscription to Headspace to take advantage of the benefits of mindfulness and meditation. Our wellbeing resource group also organize sessions run by fellow Grafanistas or external trainers
- Paid parental leave: Grafana offers paid parental leave to all eligible new parents. This offers Grafanistas time to bond with and care for their children in the first year after birth or adoption
- Global Employee Assistance Program: We offer all team members a 100% confidential support service with 24/7 365 access to professionally qualified counsellors and specialists
Company HQ
Financial District, New York, NY
Leadership
Raj Dutt
(Co-Founder & CEO)Currently a Board Member at NSONE. Previously founded Voxel where they served as the CEO for 12 years. They also served as the Senior Vice President of Technology at Internap Network Services.
Torkel Ödegaard
(Co-Founder)Graduated from Mälardalen University with a Master's in Computer Science. Founder of Coding Instinct. Previously worked as a Consultant at H&M, Avega, and Ebay.
Anthony Wood
(Co-Founder)Previously worked at Visa and Voxel as a Senior Systems Engineer. They also have Systems Engineering experience at PalVision and iiNet.
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