Manager, Billing and Credit & Collections

Manager, Billing and Credit & CollectionsEquinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.We are a fast-growing global company with 20+ years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.  A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.Job SummaryCritical role of the team will be to solve long-standing disputes and process bottlenecks.  Find new ways to reduce friction for these customers to work with us across the invoice to cash lifecycle.This role will also be responsible for delivering the financial results for this group of customers, included Aged Debt, Customer Resolution SLO, and unapplied cash/credits .   You will lead a team to closely partner with these customers to improve customer experience and drive customer satisfaction.What you'll be doing?Partners with cross-functional teams that help solve problems, drive productivity and streamline end to end processesDevelops and builds relationships at a managerial level with Regional/Country Leaders, Sales, IBX Management, Operations, and other cross-functional teams to raise awareness and drive resolution of customer-impacting issuesDevelops global alignment in the way we serve our global customersProvides coaching and development for the teamHires, onboards, and leads team of Billing Analyst & Credit Analyst to support our customersParticipation in quarter business reviews (QBR) to further enhance customer relationshipAccountabilitiesEnsures KPI's are in place for the team which are appropriate for the needs of the function and its stakeholders. Accountable for resource planning (people, finances etc.) across the teamUnderstand contractual conditions and partner with Sales and Legal to make recommendations from GBCC perspective to provide scalability and new ways of workingDrives global consistency across the customer accounts portfolioManages customer specific project/initiatives to improve the service we provide to them and resolve long-standing issuesServes as escalation point internally and externally for complex issuesBuilds a strong and collaborative relationship with the Customers key decision maker and day to day operations teamParticipates in/leads stakeholders in service improvement initiativesIdentify policies and procedures, proactively seeking continuous improvementWorking RelationshipsCustomersGBCC & Finance LeadershipSuppliersGBCC; Sales Ops; Commercial Solutions; Legal and other relevant functionsWhat do you need?Bachelor’s or equivalent professional qualification (Business Administration, Accounting, etc.)5-10 years’ experience preferredAble to operate in the detail and contribute to process enhancementsExcellent collaboration skills with internal teams/external customersTeam leadership abilityExperience in identifying and delivering process efficiencies  Requires working across multiple time zonesStrong oral and written communication skills (English & Spanish)Knowledge, Skills and AbilitiesCollaborative personality and ability to build strong personal relationshipsRequires a high level of analysis, judgment, negotiation, and problem-solving skillsHighly organized, with attention to detail and a dedication to resolving issuesAble to remain professional in high-stress situations and work under pressureAble to plan, execute and manage high volumes of workEmbraces change and supports the team management through itHighly organized, with attention to detail and a dedication to resolving issuesAble to interact with all levels of internal and external clientsEquinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form:https://forms.office.com/pages/responsepage.aspx?id=cbKtcscv_kql7p3mpZ9r-0xaekkgbAxNqtiCVfTM9xBUQkJLQ1VTSUNBOTBRMDVIQTdMVEFaTFRHVC4uEquinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.