Customer Operations Specialist

Role Overview

• Own the end-to-end renewal process, including quotes, approvals, order processing, and timely customer communication.
• Proactively deliver renewal proposals at least 90 days in advance and track renewal status, ARR changes, and retention outcomes.
• Maintain accurate customer health and risk assessments by reviewing correspondence, usage, support activity, and implementation status.
• Manage attrition requests, partnering cross-functionally to resolve issues and identify retention opportunities.
• Engage customers throughout the renewal term to ensure satisfaction and identify potential upsell opportunities.
• Create, provision, and manage customer license keys across multiple licensing systems with a high degree of accuracy.
• Ensure license keys align with order specifications, company policies, and customer hardware requirements.
• Coordinate with new customers to validate required information prior to license delivery.
• Review submitted sales and renewal orders to confirm accuracy, pricing, approvals, documentation, addresses, service dates, product details and compliance with policies prior to invoicing.
• Invoice new sales, renewals, services and upgrades in CRM within established turnaround times.
• Review and update CRM post invoicing to ensure all renewal details are set up correctly for the following term.
• Assist Accounts Receivables on aging invoices by attending to unresponsive customers, invoice revisions, and customer questions related to payment.
• Maintain accurate customer data in HubSpot and stay current on product licensing, sales policies, and procedures
• Serve as a customer-facing resource via email and phone for licensing, renewal, billing, and order-related questions.
• Perform additional duties and projects as assigned.

Requirements

• Minimum two years customer service experience, ideally supporting a software product
• Experience with the Microsoft Office product suite (Specifically Excel and Outlook)
• Ability to calculate pricing, including margins, discounts, and increases
• Must be able to manage and prioritize multiple tasks
• Detail oriented, self-motivated, resourceful, and reliable approach to work
• Verbal and written communication skills, including email etiquette
• Professional disposition with a customer service focus
• Ability to work with minimal supervision
• Basic negotiation skills
• Creative problem-solver who acts confidently, spearheading solutions to problems that arise
• Tolerance for ambiguity and complexity
• Basic knowledge of internal reporting tools (Hubspot is a huge plus!)

Benefits

• 100% remote work environment with colleagues around the globe
• Competitive benefits
• 401k program and employer match
• Flexible PTO
• Paid Holidays