Customer Operations & Renewal Specialist

Fortra; Eden Prairie (MN); On-site; GBP 32,000 - 52,000; Full time

Job summary

Fortra is seeking a proactive Customer Operations Specialist to join our global team in the UK. You will drive timely order fulfillment, manage renewals, and drive customer retention through strategic billing and cross-functional collaboration.

You will handle licensing, invoicing, data accuracy in CRM, and support across Sales, Customer Success, and Support to ensure an exceptional customer experience.

Qualifications

• Minimum two years customer service experience or equivalent.
• Proficiency with Outlook, Word, PowerPoint and Excel.
• Ability to calculate pricing including margins and discounts.
• Strong organization to manage multiple tasks simultaneously.
• Detail oriented, self-motivated and reliable.
• Excellent written and verbal communication and email etiquette.
• Customer focused with professional disposition.
• Ability to work independently and in a team with minimal supervision.
• Basic negotiation skills.
• Creative problem solver able to drive solutions in ambiguous situations.
• Comfortable in fast-paced environments and able to use reporting tools.

Responsibilities

• Manage renewal process from quoting to order processing within SLAs.
• Keep renewal and sales activities within approval guidelines to protect ARR.
• Provide renewal proposals 90 days prior to renewal date.
• Communicate ARR changes against planned bookings and losses.
• Negotiate pricing and validate at the point of order.
• Maintain accurate customer data in CRM systems.
• Assist customers via telephone and email on licensing, renewal, billing or sales inquiries, collaborating with Sales/CS/Support.
• Manage attrition and coordinate to save renewals and resolve issues.
• Maintain health/risk status for assigned customers using key indicators.
• Assist Accounts Receivable with aging invoices and payment requests.
• Reach out to new customers for onboarding and upsell opportunities.
• Create/manage customer license keys or provisioning with accuracy.
• Review sales orders for required approvals and correct details prior to invoicing.
• Invoice new sales, renewals, and upgrades within turnaround times.
• Provide keys when required by Support or upon payment.
• Stay updated on product licensing, policies and procedures.
• Assist Sales with basic quote creation.
• Perform additional duties and projects as assigned and refine business processes.

Skills

Customer service

Communication

Pricing calculation

multitasking

Detail oriented

Negotiation

Problem solving

Teamwork

Tools

CRM systems

Power BI

Microsoft Excel

Job description

Fortra is seeking a proactive Customer Operations Specialist to join our global team in the UK. You will drive timely order fulfillment, manage renewals, and drive customer retention through strategic billing and cross-functional collaboration.

You will handle licensing, invoicing, data accuracy in CRM, and support across Sales, Customer Success, and Support to ensure an exceptional customer experience.