[Hiring] Customer Operations Specialist @Fortra

Role Description

We are seeking a proactive and detail-oriented Customer Operations Specialist to join our global Customer Operations team. In this role, you will be responsible for ensuring timely order fulfillment and driving customer retention through a customer-focused billing strategy, strong product and process knowledge, and effective cross-functional collaboration. Your ability to communicate clearly, manage tasks with accuracy, and thrive in a fast-paced environment will be key to delivering an exceptional customer experience.

WHAT YOU'LL DO:

• Manage the renewal process, from quoting, internal approvals, through to ensuring the order is processed adhering to Customer Operations SLA’s.
• Ensure all Renewal and Sales activities are within the approval guidelines to protect and drive a positive increase to ARR.
• Proactively provide customers with a renewal proposal 90 days prior to renewal date.
• Communicate changes in ARR against planned renewal bookings & losses.
• Negotiate special pricing and validate at point of order.
• Maintain accurate customer data in CRM systems.
• Provide service to customers via telephone and email regarding licensing, renewal, billing, or sales inquiries.
• Partner with cross-functional teams to provide seamless customer support (Sales, Customer Success/Client Advocate, Support).
• Manage attrition for assigned customers by handling any requests to cancel renewal contracts.
• Coordinate with necessary departments to identify opportunities to save the renewal, help drive retention and resolve customer issues.
• Maintain accurate health/risk status for assigned customers by routinely reviewing key indicators, such as support requests, implementation status, and usage.
• Assist Accounts Receivable on aging invoices by attending to unresponsive customers, invoice revisions, and customer requests relating to payment.
• Contact customers at various points during their renewal term to identify opportunities for upsell and ensure overall customer satisfaction.
• Reach out to new customers to ensure successful onboarding.
• Assist with Export license requests when necessary.
• Create and manage customer license keys or provisioning across various licensing systems with high level of accuracy.
• Adhere to order specifications and company policies when creating keys or provisioning.
• Review submitted Sales orders to ensure that all necessary internal approvals, customer approval, documentation, and any additional requirements by product brand have been provided.
• Confirm submitted sales orders for accurate shipping and billing details, pricing, products, special terms, and service dates prior to invoicing.
• Ensure required approvals and documentation are provided.
• Invoice new sales, renewal, and/or upgrade orders in the appropriate CRM system within a designated turnaround time.
• Provide keys when required by Support or upon payment of new sales and/or renewals.
• Remain knowledgeable and up to date on product licensing, sales policies, and procedures.
• Assist Sales Managers with basic software, services, or subscription quote creation.
• Perform additional duties and projects as assigned by management.
• Continuously refine and improve business analysis processes to enhance efficiency and outcomes.

Qualifications

• Minimum two years customer service experience or equivalent education and experience.
• Basic skills in Microsoft Office products, including Outlook, Word, PowerPoint, and Excel.
• 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.
• Proficient verbal and written communication skills, including email etiquette.
• Professional disposition with a customer service focus.
• Ability to work with minimal supervision, both independently and within a team.
• Basic negotiation skills.
• Creative problem-solver who acts confidently – spearheading solutions to problems that arise.
• Have tolerance for ambiguity and complexity, while working efficiently in a fast-paced environment.
• Basic knowledge of internal reporting tools (CRM systems, Power BI, and others as needed by brand).
• Strong problem-solving and analytical skills, with a keen attention to detail.

Benefits

• Competitive benefits and salaries.
• Personal and professional development opportunities.
• Flexibility.
• Robust onboarding experience.
• A guided career path.
• A people-first culture that supports continuous growth and development.