Customer Operations Specialist

Fortra; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Fortra is seeking a proactive Customer Operations Specialist to join our global team. You will drive timely order fulfillment, manage renewals, and support ARR growth through a customer-focused billing strategy while collaborating with Sales, Customer Success, and Support.

You will handle licensing, provisioning, and invoicing with high accuracy and contribute to a seamless customer experience. You will use CRM and Power BI to maintain data integrity, respond to licensing and billing inquiries,

Qualifications

• Minimum two years of customer service experience or equivalent education and experience.
• Proficiency with Microsoft Office (Outlook, Word, PowerPoint, Excel).
• Ability to calculate pricing, margins, discounts and increases.
• Strong multitasking and prioritization skills.
• Detail oriented, self-motivated and reliable.
• Excellent verbal and written communication, including email etiquette.
• Professional customer-service disposition.
• Ability to work independently and in a team.
• Basic negotiation skills.
• Creative problem solver able to spearhead solutions.
• Comfort with ambiguity and fast-paced environment.
• Familiarity with CRM and Power BI reporting tools.

Responsibilities

• Manage the renewal process from quoting to order processing under SLAs.
• Ensure renewal and sales activities comply with approval guidelines to protect ARR.
• Provide renewal proposals 90 days before renewal date.
• Communicate changes in ARR against planned renewal bookings and losses.
• Negotiate special pricing and validate at 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.
• Manage attrition for assigned customers to prevent renewal cancellations and coordinate to save renewal.
• Maintain health/risk status for assigned customers by reviewing indicators.
• Assist Accounts Receivable on aging invoices and unresponsive customers.
• Contact customers during renewal term to upsell and ensure satisfaction.
• Reach out to new customers to ensure onboarding.
• Assist with Export license requests when necessary.
• Create and manage customer license keys or provisioning across licensing systems with high accuracy.
• Review submitted Sales orders for approvals, documentation and requirements by product brand.
• Confirm submitted sales orders for shipping and billing details and invoicing; obtain necessary approvals.
• Invoice new sales, renewal, and upgrades within CRM within turnaround time.
• Provide keys when required by Support or upon payment.
• Remain knowledgeable on product licensing, sales policies, procedures.
• Assist Sales Managers with basic software, services, or subscription quote creation.
• Perform additional duties and projects as assigned.
• Continuously refine and improve business analysis processes to enhance efficiency and outcomes.

Skills

Customer service

Microsoft Office

Pricing calculation

Multi-tasking

Attention to detail

Verbal and written communication

Negotiation

Problem solving

Analytical skills

Time management

Tools

CRM systems

Power BI

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, 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.

WHAT YOU’LL DO

• 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 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.

At Fortra, we’re breaking the attack chain.

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.