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Solarwinds Inc. Supervisor, Collections in Ottawa, Ontario


The Supervisor position isresponsible for managing a portfolio of key accounts and for managing daily collections activities includingtraining, coaching, and monitoring performance of collectors involved in the processes of collections. The Supervisor willlead the team to achieve high performance and enhance the customer experience while maintaining a “get-it-done” attitude.

The Supervisor will be responsible for supervising a customer-focused collections team with an emphasis on meeting and exceeding the monthly and quarterly cash collection targets, the successful reduction of DSO and Bad Debt Write-offs, full A/R ownership of the assigned ledger, and achievement of both individual and team performance metrics.


  • Mentor, develop, and be the voice of the members of the collections team.

  • Track the execution of credit/collections operations, and report regularly to senior leadership.

  • Work with leadership to effectively make decisions on people selection, appraisal, rewards, and development for a geographically-dispersed, multi-location workforce

  • Coach the team on an on-going basis relating to specific functional tasks

  • Collect on open balances on the assigned ledger, following the SolarWinds MSP Collection process with a focus of reducing DSO and maintaining Exceptional Customer Service.

  • Work with customer, sales and other internal departments to uncover and resolve disputes, collect past due amounts and ensure customer satisfaction.

  • Accurately and timely apply payments, credits and adjustments on assigned portfolios.

  • Recommend accounts for Legal/Agency actions, prepare and validate information and attain proper approvals.

  • Use and maintain NetSuite to manage data, disputes, email/phone correspondence, notes, etc. for assigned portfolio as well as all interaction with other customers.

  • Create reports necessary to reconcile accounts and to report to management the status of accounts including producing and analyzing aging reports and assigned ledger, as well as team metrics.

  • Process miscellaneous paperwork and update systems as required by policy and procedures.

  • Work directly with customers on issues that your team has escalated to you

  • Participate in meetings as required, including a monthly Collections review with the Manager and business segment AR reviews

  • Demonstrate strong leadership skills, effectively coach / counsel employees and work cross functionally across the organization

  • Facilitate and lead training at regular intervals for the Collections team.

  • Support additional projects and tasks related to Global Revenue Operations as they arise.


  • Bachelor’s degree in Business, Finance, Accounting, or related field required.

  • 1-2 years managing the work of others and building and developing a team.

  • Advanced knowledge and understanding of billings, collections and credit processing.

  • Impeccable written and verbal communication skills required

  • At least 3-5 year’s commercial credit / collection experience in a high transaction environment is preferred.

  • Experience with a large customer base and high transaction volume

  • Ability to work in a fast-paced, open environment and with cross-functional teams.

  • Experience using ERP/accounting systems required: NetSuite, SFDC preferred.

  • Prior SaaS experience preferred.


  • Self-management

  • Customer Focus

  • Taking Ownership and Responsibility

  • Leading and Developing Others

  • Managing Performance and Promoting Teamwork

  • Planning and Decision Making

  • Business & Commercial Focus


SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

Job ID 2019-12404

# Positions 1

Category Finance

Position Type Regular

Business Group SolarWinds MSP

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