Customer Operations Specialist
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Key skills for this role
About the Role
The company seeks a Customer Operations Specialist to take ownership of contract lifecycle management, CRM accuracy, and customer operational follow-through. The role requires 2-4+ years of experience in contract administration or customer operations, and proficiency with Salesforce and DocuSign.
Key Skills for This Role
Responsibilities
- Own customer contracts from initiation through execution, maintaining a single source of truth for contract status, terms, and account details
- Maintain master tracking sheets using Google Sheets or Microsoft Excel for renewal dates, contract durations, and special terms
- Conduct high volume outbound outreach via email and phone to drive contract completion
- Send agreements through DocuSign and drive contracts through the full execution cycle
- Update contract information and RMR in Salesforce, log all customer activity for audit tracking
- Create and manage agreements for new services, account updates, transfers, and changes
- Ensure AutoPay enrollment for applicable accounts and track exceptions
- Conduct follow ups on overdue accounts when required and log collection activity in CRM
- Deliver daily reports covering outreach activity, contracts sent and signed, and progress metrics
- Identify workflow inefficiencies and improve outreach scripts, templates, tracking systems, and contract workflows
Requirements
- 2–4+ years of experience in contract administration, customer operations, billing operations, customer support, or operational coordination
- Experience using Salesforce (or similar CRM) and DocuSign
- Strong proficiency with Google Sheets and Microsoft Excel
- High attention to detail with low tolerance for errors
- Strong written and verbal English communication skills
- Comfortable with outbound calls, customer follow ups, and objection handling
- Ability to manage multiple workflows simultaneously
Full Job Posting
About the Role
- We’re hiring for our client, a growing U.S. based company, seeking a Customer Operations Specialist to take ownership of contract lifecycle management, contract execution, CRM accuracy, and customer operational follow through across a large customer portfolio. This is an execution heavy, ownership d
What You’ll Own
- Own customer contracts from initiation through execution, maintaining a single source of truth for contract status, terms, coverage, and account details.
- Maintain master tracking sheets using Google Sheets or Microsoft Excel for renewal dates, contract durations, special terms, and account status.
- Conduct high volume outbound outreach via email and phone to drive contract completion.
- Send agreements through DocuSign and drive contracts through the full execution cycle.
- Update contract information and RMR in Salesforce, log all customer activity for audit tracking.
- Create and manage agreements for new services, account updates, transfers, and changes.
- Ensure AutoPay enrollment for applicable accounts and track exceptions.
- Conduct follow ups on overdue accounts when required and log collection activity in CRM.
- Deliver daily reports covering outreach activity, contracts sent and signed, progress metrics, and contract coverage improvements.
- Identify workflow inefficiencies and improve outreach scripts, templates, tracking systems, and contract workflows.
Must Have Requirements
- 2–4+ years of experience in contract administration, customer operations, billing operations, customer support, or operational coordination.
- Experience using Salesforce (or similar CRM) and DocuSign.
- Strong proficiency with Google Sheets and Microsoft Excel.
- High attention to detail with low tolerance for errors.
- Strong written and verbal English communication skills.
- Comfortable with outbound calls, customer follow ups, and objection handling.
- Ability to manage multiple workflows simultaneously.
Nice to Have
- Experience working with recurring revenue (RMR) models, billing workflows, and collections operations.
- Exposure to high volume contract environments, SaaS businesses, or service based companies.
Key Metrics (KPIs)
- Percentage of customers with signed contracts.
- Contract data accuracy across systems.
- Daily outreach volume (calls, emails, follow ups).
- Contract execution speed (sent to signed).
- Salesforce data accuracy.
- AutoPay enrollment rate.
- Reporting consistency and operational visibility.
Interview Process
- Initial Screening Call
- Recruiter Interview
- Final Interview
- Offer & Onboarding
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