Customer Operations Specialist
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Key skills for this role
About the Role
Pavago is hiring a Customer Operations Specialist for a U.S.-based client to manage contract lifecycle, CRM accuracy, and customer follow-ups.
Key Skills for This Role
Responsibilities
- Own customer contracts from initiation through execution
- Maintain master tracking sheets using Google Sheets or Microsoft Excel
- Conduct high volume outbound outreach via email and phone calls to drive contract completion
- Send agreements through DocuSign and drive contracts through the full execution cycle
- Update contract information and RMR in Salesforce
- Deliver daily reports covering outreach activity, contracts sent and signed, and progress metrics
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
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 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, contract terms, coverage and account details.
- Ensure all records are accurate, complete, and audit ready.
- Maintain structured document storage and organization.
- Maintain master tracking sheets using Google Sheets or Microsoft Excel.
- Track renewal dates, contract durations, special terms, and account status.
- Clean and remove inactive accounts.
- Prepare contract data for CRM accuracy within Salesforce.
- Identify customers without signed contracts.
- Conduct high volume outbound outreach via email and phone calls.
- Clearly explain pricing, terms, and service value.
- Send agreements through DocuSign.
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.
What a Typical Day Looks Like
- Review contract trackers and prioritize outreach.
- Contact customers via phone and email.
- Send agreements through DocuSign.
- Follow up consistently on pending contracts.
- Update Salesforce and operational records.
- Track progress and report daily performance metrics.
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.
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