Customer Operations Specialist
JAMS Software
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
Salary
💰 $48,000 - $53,000 per year
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicepricing calculationorder processinglicense key managementCRM managementdata accuracyrisk assessmentupsellinginvoicingcustomer health assessment
Soft Skills
detail orientedself-motivatedresourcefulreliableverbal communicationwritten communicationcustomer service focusnegotiation skillsproblem-solvingability to prioritize tasks