Manage customer relationships and facilitate customer requests, particularly as it relates to maintenance renewals, account updates, and licensing changes. Customer Operations Specialists are driven by the following competencies: Customer Service, Data Integrity, Detail Orientation and Quality.

WHAT YOU’LL DO

• With limited supervision and using independent judgment:
• Provide service to customers via telephone and email regarding licensing queries, customer account updates and questions, engaging with sales, finance, and product management teams where necessary.
• Update and maintain correct account information such as billing details, contact information, and special agreements.
• Complete export control screenings and manage export license requests.
• Create and manage customer license keys in the CRM database with high level of accuracy. Adhere to order specifications and company policies when creating keys.
• Manage the renewal process, from quoting, internal approvals, through to ensuring the Order is processed correctly.
• Proactively reach out to customers a minimum of 90 days prior to renewal date. Target renewal proposals for both end users and partners being submitted a minimum of 30 days advance of expiration.
• Review submitted orders for accuracy and invoice new sale, renewal, and upgrade invoices within CRM.
• Support customers with requests related to licensing changes, maintenance/subscriptions renewals, and invoicing.
• Follow-up with customers on outstanding invoices to collect overdue payments.
• Ensure customer licensing and pricing is correct in the CRM database.
• Responsible for managing the at-risk process for your customers, by handling any requests to cancel renewal maintenance/subscriptions. Coordinate with necessary departments to identify opportunities to save the renewal, help drive retention and resolve customer issues.
• Remain knowledgeable and up to date on product licensing, sales policies, and procedures.
• Assist Regional Sales Managers with new software quote creation as well as management of customer relationships while acting as the primary point of contact for customer requests.
• Perform additional duties and projects as assigned by management.

QUALIFICATIONS

• Minimum one-year customer service experience or equivalent education and experience
• Minimum of one-year experience in Microsoft Word and Excel required
• Must be able to manage and prioritize multiple tasks
• Detail oriented, self-motivated, resourceful, and reliable
• Excellent verbal and written communication skills
• Quick learner
• Pleasant disposition with a customer service focus
• Ability to work with minimal supervision
• Experience with CRM systems
• Keyboarding of 80% per day
• Primarily phone and computer work