Customer Operations Specialist
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Key skills for this role
About the Role
Pavago is hiring a Customer Operations Specialist for a US-based client to manage contract lifecycle, CRM accuracy, and customer operational follow-through. This execution-heavy role requires Salesforce and DocuSign expertise, strong attention to detail, and comfort with high-volume outreach via phone and email.
Key Skills for This Role
Responsibilities
- 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 and Microsoft Excel for renewal dates, contract durations, special terms, and account status
- Identify customers without signed contracts and conduct high volume outbound outreach via email and phone to drive contract execution
- Send agreements through DocuSign and drive contracts through the full execution cycle: sent, followed up, signed, completed
- Update contract information and Recurring Monthly Revenue (RMR) in Salesforce, log all customer activity for audit tracking
- Create and manage agreements for new services, account updates, transfers, and changes, ensuring proper execution, storage, and compliance
- Ensure AutoPay enrollment for applicable accounts and track exceptions and adjustments
- Conduct follow ups on overdue accounts and log collection activity within the CRM
- Deliver daily reports covering outreach activity, contracts sent and signed, progress metrics, and contract coverage improvements
- Identify workflow inefficiencies and operational gaps, 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
- Experience using 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 are hiring for our client, a growing US 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 driven operations role — not passive administrative work.
What You’ll Own
- Own customer contracts from initiation through execution; maintain a single source of truth for contract status, terms, coverage, and account details.
- Maintain master tracking sheets using Google Sheets and Microsoft Excel for renewal dates, contract durations, special terms, and account status.
- Identify customers without signed contracts and conduct high volume outbound outreach via email and phone to drive contract execution.
- Send agreements through DocuSign and drive contracts through the full execution cycle: sent, followed up, signed, completed.
- 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 proper execution, storage, and compliance.
- Ensure AutoPay enrollment for applicable accounts and track exceptions and adjustments.
- Conduct follow ups on overdue accounts and log collection activity within the CRM.
- Deliver daily reports covering outreach activity, contracts sent and signed, progress metrics, and contract coverage improvements.
- Identify workflow inefficiencies and operational gaps; 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, or 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 → signed).
- Salesforce data accuracy.
- AutoPay enrollment rate.
- Reporting consistency and operational visibility.
Why This Role Stands Out
- High ownership and accountability.
- Direct impact on revenue accuracy and operational risk reduction.
- Structured workflows with measurable performance expectations.
- Opportunity to improve operational systems and processes.
- Remote flexibility combined with high performance execution standards.
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