Customer Operations 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

Whether you're an experienced professional or just getting started, your contributions matter at Fortra. If 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, and much 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.

What You'll Do

• Manage the renewal process, from quoting, internal approvals, through to ensuring the order is processed adhering to Customer Operations SLAs.
• 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 outcomes.

Qualifications

• Minimum two years customer service experience or equivalent education and experience
• Basic skills in Microsoft Office products, including Outlook, Word, PowerPoint, and Excel
• Ability to calculate pricing, including margins, discounts and increases
• Must be able to manage and prioritize multiple tasks
• Detail oriented, self-motivated, resourceful, and reliable
• Proficient verbal and written communication skills, including email etiquette
• Professional disposition with a customer service focus
• Ability to work with minimal supervision, both independently and within in a team
• Basic negotiation skills
• Creative problem-solver who acts confidently – spearheading solutions to problems that arise
• Have tolerance for ambiguity and complexity, while working efficiently in a fast-paced environment
• Basic knowledge of internal reporting tools (CRM systems, Power BI, and others as needed by brand)
• Strong problem-solving and analytical skills, with a keen attention to detail.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.