Client Engagement Specialist

About XR Global: Extreme Reach provides a Connectivity Suite for the ad industry, combining collaboration tools, digital asset management, a global distribution network and powerful analytics to provide smarter, more collaborative advertising workflows bringing the marketing and production processes together from idea to delivery for greater visibility, productivity, insight, and performance.Brands, agencies, production, and post-production teams use Extreme Reach to create great content together, manage their assets and leverage its world-class network of over 79,000 media destinations in 141 countries, to share their message with the world.Today over 100,000 businesses use Extreme Reach to reach billions of customers globally. We're a fast-moving team of passionate subject-matter experts located across 37 offices, speaking 45 languages, and on a mission to connect the world's media Role SummaryThe Accounts Receivable (AR) Client Engagement Specialist manages Accounts Receivable (AR) and end-to-end Order-to-Cash (O2C) processes with a strong customer- and business-focused mindset. The role ensures efficient issue resolution, proactive collections, and strong stakeholder collaboration, focusing on Segment A&B (Key) customers.As an experienced professional, the CES serves as an escalation point for complex issues, supports credit analysis for new and existing customers, and drives root cause resolution for recurring challenges. The role also contributes to continuous improvement, system enhancements, and cross-functional initiatives to optimize customer experience and cash flow.Key Responsibilities1. Accounts Receivable OperationsPerform collection activities ensuring timely customer payments, perform proactive collectionsFirst point of contact for customer queries and payment issues ensuring timely and satisfactory resolution to customer queries. Receive, log, prioritize, and resolve dispute cases (internal and external)Reconciling customer accounts, investigating account discrepancies (proactively follow up on top debtor accounts on a regular basis, and maintain accurate case documentation and collection records through timely updates to the collection working file.)Analyze, reconcile, and clear unapplied cash transactions and outstanding credit memosSupporting in bad debt identification, and clearing aged open itemsAudit support and documentationMaintaining customer master data (Manage customer master data, including customer account setup, maintenance of customer records, processing master data changes, and ensuring data accuracy and completeness.)Lead regular debtor review meetings with Sales and Account Management stakeholders to discuss overdue balances, review high-risk and top debtor accounts, drive collection actions, escalate unresolved issues, and agree on next steps to accelerate cash collectionHandle other areas of finance functions as and when required/as backup. (ensuring holiday and absence plans are agreed in advance and comprehensive handovers are completed before and after any backup period)2. Process Improvement, Standardization & GovernanceDriving process improvements to streamline operations, reduce errors, and enhance overall qualityCollaborate with O2C Leadership to remove bottlenecks and reduce process frictionInitiate, in coordination with the CES Manager, the development and implementation of governance structures, SOPs, and control standardsContribute to reporting on disputes, SLAs, and root cause trendsRecommend improvements to reduce disputes and improve billing accuracyContribute to standardization initiatives across regions and processesParticipate in continuous improvement and transformation projects 3. System Enhancements & Project ParticipationActs as a primary contributor in finance systems projects supporting AR (e.g., system upgrades, workflow enhancements, automation), actively involved from initiation through rollout, testing, and stabilizationSupport the rollout, testing, and stabilization of new tools, technologies, and processes impacting ARCollaborate with CI & Automation Expert to drive innovationTake on project management responsibilities 4. Cross-Functional Collaboration & Stakeholder EngagementPartner with O2C Leadership to enhance AR performance in each marketBuild strong relationships with internal stakeholders (Finance, Sales, Account Management) to resolve issues efficientlyEnsure proactive communication and transparency in AR activities and performanceInvestigate root causes in collaboration with Billing, Sales, and Customer Success teamsEscalate unresolved issues in a timely and appropriate mannerCollaborate on credit decisions and revenue protection initiatives 5. Month-End Close & ComplianceSupport financial close processes by ensuring AR balances are accurate and well-reconciledAdhere to internal controls, policies, and compliance requirements 6. Teamwork & Culture ExpectationsWork proactively and collaboratively with colleagues and customers at all levels, engaging constructively to drive outcomes, while supporting teammates by sharing expertise, removing blockers, and contributing to shared successDemonstrate strong team behaviors: act with integrity, show respect, take ownership, and communicate clearly and effectivelyResolve issues using sound judgment; escalate appropriately and timelyAct as a role model, sharing knowledge and supporting junior team membersAdapt to change and support transformation initiativesMaintain clear and timely communication regarding availability, leave, schedule changes, and any circumstances that may impact service delivery or business commitmentsCommunicate clearly and effectively at all levelsRequirements3-5 years of experience in AR / Order-to-Cash processesCollege or university degree in Finance, Accounting, Business, or related field is an advantageFluent English is required, being comfortable using business English; additional European languages are an advantageStrong negotiation and stakeholder management skills, grounded in a customer-focused, professional approach and reflected in practical, hands-on experienceResilient under pressure, consistently delivering high-quality results in fast-paced, demanding environmentsAbility to work independently while contributing to team goals and business objectivesPositive, proactive, solution‑oriented attitude with resilience and driveStrong understanding of accounting principles and AR control procedures, applied in complex and high-volume accounts receivable environmentsSound knowledge of Microsoft Excel is essential. (Advanced knowledge of Microsoft Excel, including reporting, reconciliation, and data analysis capabilities.)SSC/GBS experience preferredKnowledge of SAP B1 or Oracle NetSuite preferredResilient, proactive, and solution-oriented mindset with strong analytical skillsBenefitsXR has 23 offices worldwide and teams spread throughout the US, EMEA and APAC, our multicultural teams work cross-departmentally and across continents and cultures towards a shared goal  It is our belief that the better we work together to help our clients achieve their goals, the more successful XR will be   Feedback from internal Employee Engagement Surveys cites the People, Teamwork and Flexibility as the most rewarding aspects of working at XR We are a supportive and collaborative culture that values multiple perspectives, fresh thinking XR celebrates diversity of ideas, people and experiences   Flexible work schedules and hybrid working arrangements create a rewarding work-life balance