Customer Operations Specialist

Customer Operations Specialist

Whether you're an experienced professional or just getting started, your contributions matter at Fortra. If you're passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more! At Fortra, we're breaking the attack chain. Ready to join us? Join a worldwide Customer Operations team in a vital role responsible for timely order fulfillment and best-in-class customer retention via a customer-focused billing strategy, strong process & product knowledge, and cross-departmental collaboration. Take charge of personal growth through a robust onboarding experience, guided career path, and people-first culture. A successful Customer Operations Specialist is a self-motivator who demonstrates strong negotiation & communication skills, has a passion for learning, and performs with a high degree of accuracy in a fast-paced environment.

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.

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)