Eastwood Libis, QC, PH

Accounts Receivable Specialist

Position Summary:

The Accounts Receivable Specialist will play a crucial role in the financial health of our organization. This position focuses on three core activities: importing invoices into various customer databases, diligently following up on overdue invoices via both email and telephone and applying credits and adjustments to accounts. A substantial portion of the workday will be committed to these responsibilities, necessitating strong attention to detail and excellent communication skills.

Job Details:

• Work from home
• Monday to Friday | 6 AM to 3 PM
• Following Australian public holidays
• Mandatory Annual 2-week shutdown period
  • This date changes every year but will be advised with significant notice.
  • Example, last day December 20, 2024, return to work will be January 6, 2025

Responsibilities:

• Loading Invoices
  • Import invoices into multiple customer databases.
  • This role will not involve the generation of invoices.
• Invoice Follow-Up
  • Allocate a significant portion of your day to following up on overdue invoices.
  • Utilise both email and telephone to communicate with clients, ensuring timely payments and resolving any discrepancies.
  • Taking customer payments over the phone
• Customer Invoice Disputes
  • Working with required parties to Investigate and handle customer invoice disputes.
  • Credits and Adjustments
    • Apply credits and adjustments as required.
    • Ensuring the accuracy and integrity of all account balances.

Qualifications

• A minimum of 2 years’ experience in an Accounts Receivable or closely related financial role is required.
• Excellent written and verbal communication skills are essential.
• Familiar with Microsoft Suite of Products with high level of knowledge on use of excel, teams and outlook.
• A high level of organisational and multitasking abilities is essential.
• A keen eye for detail, especially when it comes to financial documents, is a must.
• Experience working with Australian companies is a plus but not a requirement.

by Carl Trinidad

Digital Customer Representative

About the client:

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

We are looking for a Digital Customer Representative (DCR) to support our global customers who have implemented the Instructure Learning Platform and provide them with an exceptional customer experience. DCRs will play a key role in supporting our customers across the globe by executing the digital transformation of the Instructure customer experience.

Job Summary:

The Digital Customer Representative will manage the Instructure digital customer experience for our dynamic, but smaller customers. DCRs will activate and monitor the Instructure digital customer journey playbook and identify opportunities and risks for customers in this segment. DCRs will be successful by automating the Instructure customer journey, identifying success and risk trends, and actioning plays that align to observed trends that increase retention, and customer satisfaction and grow revenue.

Job Details:

• Onsite Work Setup - Eastwood, QC
• Monday to Friday | 8 AM to 5 PM EST or 8 AM to 5 PM Philippine time
• *Following Philippine Holidays

Responsibilities:

• Manage the Instructure digital customer experience for all assigned customers
• Monitor the digital customer journey outcomes and identify opportunities and risks
• Own communication in the customer success inbound queue, directing the customer to the appropriate resources and contacts to achieve their goals
• Deploy automated implementation and adoption activities and track customer progress through implementation to ensure success
• Develop and enable one-to-many digital campaigns and response templates for frequently asked customer questions and communications
• Ensure data integrity standards are maintained in Gainsight and Salesforce as they relate to customer engagement tracking and product utilization
• Assist in coordinating customer success-led one-to-many webinars & other campaigns by identifying the right contacts, sending invites, tracking attendance, and sending follow-ups. Digital Customer Success will also collaborate with other stakeholders on webinar content
• Own inbound opportunity generation and qualification
• Analyze territory customer base to identify and surface growth opportunities for AE
• Customer response times aligned with targets
• Data and Reporting fluency (including utilization reports, adoption reports, trends in customer questions/requests, etc.)
• Ability to build relevant and engaging customer-facing assets (including webinar decks, and one-pagers)
• Addressing trends, including identification, documentation, communication, recommendations for action plans, and collaboration with Customer Success Manager
• Actioning of feedback from surveys, customer conversations, etc.

Qualifications:

• College degree (BS, BA, etc.)
• Exceptional communication skills both written and verbal
• Experience building one: many digital campaigns with efficient processes
• Digital Marketing experience or background is a must
• Comfortable with analyzing data and dashboards
• Experienced in Google Slides and Canva
• Capacity to set correct expectations and manage issues to completion
• Multitask and prioritize tasks in a changing environment
• Strong team mentality, utilizing internal and external resources strategically and judiciously
• Demonstrated ability to solve problems and seek solutions
• Proficiency in CRM systems, customer success platforms, and other relevant tools. Prior experience with Gainsight is desired, but not required.
• Prior customer-facing background within the software industry, EdTech experience is desired, but not required.

by Carl Trinidad