Customer Operations Specialist

Whether you’re an experienced professional or just getting started, your contributions matter  you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you.

We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, andmuch more!

We are seeking a proactive and detail-oriented Customer Operations Specialist to join our global Customer Operations team. In this role, you will be responsible for ensuring timely order fulfillment and driving customer retention through a customer-focused billing strategy, strong product and process knowledge, and effective cross-functional collaboration. Your ability to communicate clearly, manage tasks with accuracy, and thrive in a fast-paced environment will be key to delivering an exceptional customer experience.

At Fortra, you’ll benefit from a robust onboarding experience, a guided
career path, and a people-first culture that supports continuous growth and development.

• Manage the renewal process, from quoting, internal approvals, through to ensuring the order is processed adhering to Customer Operations SLA’s.
• Ensure all Renewal and Sales activities are within the approval guidelines to protect and drive a positive increase to ARR.
• Proactively provide customers with a renewal proposal 90 days prior to renewal date.
• Communicate changes in ARR against planned renewal bookings & losses.
Negotiate special pricing and validate at point of order.
• Maintain accurate customer data in CRM systems.
• Provide service to customers via telephone and email regarding licensing, renewal, billing, or sales inquiries. Partner with cross-functional teams to provide seamless customer support (Sales, Customer Success/Client Advocate, Support).
Manage attrition for assigned customers by handling any requests to cancel renewal contracts. Coordinate with necessary departments to identify opportunities to save the renewal, help drive retention and resolve customer issues.
• Maintain accurate health/risk status for assigned customers by routinely reviewing key indicators, such as support requests, implementation status, and usage.
• Assist Accounts Receivable on aging invoices by attending to unresponsive customers, invoice revisions, and customer requests relating to payment.
Contact customers at various points during their renewal term to identify opportunities for upsell and ensure overall customer satisfaction.
• Reach out to new customers to ensure successful onboarding.
• Assist with Export license requests when necessary.
• Create and manage customer license keys or provisioning across various licensing systems with high level of accuracy. Adhere to order specifications and company policies when creating keys or provisioning.
• Review submitted Sales orders to ensure that all necessary internal approvals, customer approval, documentation, and any additional requirements by product brand have been provided.
• Confirm submitted sales orders for accurate shipping and billing details, pricing, products, special terms, and service dates prior to invoicing. Ensure required approvals and documentation are provided.
• Invoice new sales, renewal, and/or upgrade orders in the appropriate CRM system within a designated turnaround time.
Provide keys when required by Support or upon payment of new sales and/or renewals.
• Remain knowledgeable and up to date on product licensing, sales policies, and
  procedures.
• Assist Sales Managers with basic software, services, or subscription quote creation
• Perform additional duties and projects as assigned by management.
• Continuously refine and improve business analysis processes to enhance efficiency
  and…