Licensing Operations, & Financial Resolution Specialist

Cyncly; Arujá; Híbrido; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

A Cyncly procura um Especialista em Operações de Licenciamento para assegurar licenças e direitos de uso conforme contratos, com foco em precisão e experiência do cliente. O profissional atuará na resolução de solicitações via Zendesk relacionadas a faturas, contratos no Salesforce e sistemas correlatos, mantendo integridade de dados e entregas dentro dos SLAs.

O papel envolve coordenação com equipes de Vendas, Finanças, Operações e Suporte, com atuação em ambiente global e contato com clientes

Qualificações

• Experiência prática com Salesforce e NetSuite.
• Conhecimento de Zendesk é desejável.
• Nível alto de inglês, escrito e falado, com comunicação clara com stakeholders globais.

Responsabilidades

• Gerenciar licenças, entitlement e ativações de novas compras.
• Suportar faturamento e cobranças via Zendesk; esclarecer cobranças e impostos.
• Manter qualidade de dados mestras entre CRM, billing e licenciamento.

Conhecimentos

Salesforce

NetSuite

Zendesk

Inglês

Trabalho em equipe

Descrição da oferta de emprego

Licensing Operations, & Financial Resolution Specialist Cyncly arujá, estado de são paulo, br

Descrição da vaga

Location:

Brazil (100% Remote or Hybrid for Serra Gaúcha or São Paulo residents)

Compensation Currency:

Brazilian Real (BRL)

Contract:

Permanent Full Time (CLT) - 42h/week

About Us

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

Role Purpose

This role ensures that customers receive the products, services, licences, and entitlements they have purchased — accurately and with minimal customer effort. The specialist resolves customer enquiries raised via Zendesk that relate to invoices, contracts in Salesforce, and related systems, acting as the operational owner for entitlement, billing, and data integrity matters within standard service levels.

Required Skills & Experience

• Hands-on experience with Salesforce and NetSuite (the team's go-forward systems); willingness and ability to learn additional legacy systems as needed
• Prior experience with a ticketing tool such as Zendesk is a plus but not required
• High level of English, written and spoken — the role requires clear communication with global, internal stakeholders
• Strong written communication skills and attention to detail
• Comfortable working across multiple, sometimes unfamiliar, IT systems
• Able to work under pressure and manage competing priorities
• Strong team player who collaborates across Sales, Finance, Operations, and Support

Core Responsibilities Entitlement & Licensing Management

• Accurately assign licences and service entitlements and rapidly activate new purchases
• Manage upgrades, downgrades, renewals, and licensee transfers/reassignments
• Monitor licence allocation and usage; identify under- or over-utilised licences
• Verify customers have access to all products and services purchased; audit and reconcile entitlements
• Resolve entitlement discrepancies and prevent access interruptions
• Interpret contractual entitlement rights and validate product, support, and service eligibility
• Ensure alignment between contracts, orders, invoices, and entitlement systems, including for complex enterprise agreements

Billing & Invoice Support

• Own customer billing enquiries end-to-end via Zendesk tickets, from first response through resolution
• Investigate disputed charges and resolve invoice discrepancies, explaining charges, credits, and taxes clearly
• Raise credit note requests and provide first-level approval of credit notes raised by other areas
• Validate contract pricing and entitlements against billing records
• Handle invoice, statement, and contract copy requests

Data Quality & Master Data Management

• Maintain the accuracy, completeness, and consistency of customer, billing, and entitlement records
• Identify and resolve data discrepancies and remove duplicate records
• Validate data against source systems (Salesforce, NetSuite, and other platforms) and contractual agreements
• Coordinate master data updates across CRM, billing, licensing, and support platforms
• Process changes in billing frequency, currency, and historical contract corrections

Reconciliation, Change & Escalation Management

• Reconcile data between systems and investigate root causes of mismatches
• Support customer mergers, acquisitions, and organisational/account hierarchy changes
• Coordinate with Sales, Operations, Finance, and Technical Support on business-critical issues
• Own priority investigation and escalation of entitlement and data issues within defined SLAs

Reporting

• Contribute to entitlement summaries, licence position, and renewal/expiry reporting (with the BI team)
• Support data quality scorecards, customer data health assessments, and root-cause reporting

Service Expectations

• Proactive: Monitor upcoming expirations and data anomalies; flag gaps before they affect the customer
• Accurate: Get entitlement and data changes right first time, with full traceability
• Responsive: Provide timely, reliable resolution within standard SLAs
• Transparent: Give clear visibility into issue status, ownership, and resolution