Account Operations & Collections Coordinator

Role Purpose:

Provide operational support to the MEA Account Management team by managing account administration, billing and collections, customer follow-ups, partner coordination and internal dependencies, ensuring timely closure while maintaining strong customer relationships.

Key Responsibilities:

Account Operations

• Maintain accurate operational information across C360/internal trackers and highlight overdue actions or account risks.
• Track renewals, POs, contracts, addendums and other commercial documentation, ensuring timely follow-up.
• Track contracted versus actual usage/overages and maintain records of waivers, credits or exceptions.
• Coordinate operational requirements with regional partners (like Salla and Daam in KSA), including payments, documentation, pending requests and internal dependencies. Align with internal Partner team.

Billing & Payment Collections

• Coordinate with Finance/Billing teams to track monthly invoices, outstanding payments and ageing.
• Maintain a consolidated customer-wise tracker covering outstanding dues, payment commitments and collection status.
• Proactively follow up with customers through calls, email and WhatsApp, maintaining a professional and relationship-led approach.
• Coordinate resolution of billing disputes and payment blockers with Finance, CSM, Product, Tech and other internal teams; escalate sensitive or commercial matters to leadership.

Ideal Profile

• 3–4 years of experience in Account Operations, Customer Success Operations, Sales Operations, Program Management or a similar customer-facing operational role, preferably in B2B SaaS.
• Project/program management skills with the ability to manage multiple customers, actions, and timelines.
• Excellent communication and relationship-building skills; comfortable speaking with customers on operational matters.
• Strong Excel/Google Sheets, reporting and operational tracking skills, with a hands-on and closure-oriented mindset.
• Working knowledge of CDP, Customer Engagement or CRM platforms is preferable.

Good to Have

• Ability to understand and communicate needs at a WebEngage product level with internal and external teams like (MAU, APIs, SDKs, Traffic, Advertising platforms etc.)
• Prior experience supporting Middle east customers
• Hands-on experience with AI tools such as ChatGPT, Claude or Gemini for workflow automation, reporting and productivity; AI agent/workflow development experience