Collection manager

Job description

Key Responsibilities

1. Client Onboarding & Implementation

Lead the end-to-end onboarding process for new clients, ensuring a smooth transition onto the platform.

Understand the client’s business logic (e.g., collection strategies, call dispositions) and configure the platform to meet their specific workflows.

Conduct comprehensive training sessions for the client’s agents, supervisors, and admins.

2. Program & Performance Management

Act as the primary point of contact for dedicated enterprise clients.

Monitor daily/weekly platform KPIs (e.g., Connect Rates, Promise-To-Pay (PTP) conversions, Call Durations, and Disposition trends).

Proactively identify operational inefficiencies (e.g., low connect rates, call drops) and consult with the client on how to optimize their campaigns using our platform.

Prepare and present Monthly/Quarterly Business Reviews (MBRs/QBRs) to client stakeholders, showcasing platform value and performance metrics.

3. Technical Troubleshooting & Liaison

Monitor system health and act as the first line of defense for technical escalations (e.g., telecom/dialer API issues, audio drop-offs, CRM syncing errors).

Translate client feedback and operational challenges into clear technical requirements for our internal engineering and product teams.

Track and manage feature requests and bug fixes, keeping the client updated on resolution timelines.

4. Relationship Building & Account Growth

Build deep, consultative relationships with key client stakeholders (Operations Heads, VPs, etc.).

Ensure high client retention and platform stickiness.

Identify opportunities to upsell new features, drive cases volumes etc.

Qualifications & Requirements

Experience: 2+ years of experience in Program Management, Technical Account Management, or Enterprise Customer Success, specifically within a B2B SaaS environment.

Domain Knowledge: Prior experience in FinTech, Debt Collection is a massive plus.

Analytical Skills: Strong ability to read raw data (Excel, CSV, BI Dashboards), spot trends, and translate numbers into actionable operational strategies.

Technical Aptitude: Comfortable discussing APIs, integrations, AI tools usage with technical teams.

Communication: Exceptional verbal and written communication skills. Ability to manage difficult conversations and de-escalate issues gracefully.

Project Management: Strong organizational skills with the ability to manage multiple moving parts across 2-3 complex accounts simultaneously.