Software Publisher Services – Program Associate / Senior Associate

connorconsulting; San Francisco (CA); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Connor Consulting is seeking a Program Associate to lead a large portfolio of ongoing compliance engagements in our US operations. You will drive end-to-end outreach, onboarding to the audit platform, and escalation when needed, keeping engagements progressing on defined cycle times.

This role rewards ownership and repeatable processes, with potential to grow into a Manager role as the program scales. A strong background in compliance support or renewals is a plus, and remote work is supported

Qualifications

• BA/BS in Business Administration, Accounting, Information Systems, or related field.
• 2+ years in software license compliance, contract/audit support, customer success, renewals, or similar high-volume role.
• Exposure to software licensing concepts; ability to learn publisher licensing models quickly.

Responsibilities

• Own an assigned portfolio of active compliance engagements and drive each one from outreach through closure.
• Conduct daily outreach and structured follow-up with licensee contacts by email and phone.
• Onboard licensees onto the audit platform and resolve access or usability issues.
• Serve as the day-to-day contact for licensee questions and handle escalations with Senior Manager as needed.
• Lead the verification call to confirm data submitted through the platform.
• Identify licensees unwilling or unable to use the platform and coordinate manual reviews.
• Review submissions for completeness and anomalies; prepare findings for Senior Manager.
• Maintain accurate account status and next actions in the engagement platform.
• Produce recurring program reporting for the client and leadership.

Skills

CRM proficiency

Communication skills

Project coordination

High-volume account handling

MS Excel

Verbal communication

Education

BA/BS degree in Business Admin / Accounting / Information Systems

Tools

Salesforce

HubSpot

Monday.com

Zendesk

Excel

Microsoft Office

Job description

Position Overview:

Connor Consulting is a fast-growing, modern, international company comprised of top-caliber professionals. This role sits within the Software Publisher Services (SPS) line of business and is dedicated to a single, high-volume compliance program delivered on behalf of a global enterprise software publisher.

This is a platform-led program rather than a traditional audit role. Licensees complete their own compliance review through a dedicated audit platform, and the Program Associate drives that process end to end. You will own a large portfolio of engagements over the course of the year, with a large number active at any given time, and you will be accountable for getting each one started, unstuck, and closed. The work is high-cadence and relationship-driven: daily outreach, structured follow-up, clear escalation, and disciplined tracking. It is a strong fit for someone from a compliance, audit support, renewals or customer success background who is energized by volume, ownership, and consistent execution.

This is also a build role. The program is expanding, and the person who establishes the operating rhythm in the US will be positioned to add supporting staff and grow into a Manager role.

Essential Duties & Responsibilities

• Own an assigned portfolio of active compliance engagements and drive each one from initial outreach through closure against defined cycle-time and service level targets.
• Conduct daily outreach and structured follow-up with licensee contacts by email and phone, maintaining persistent and professional contact cadences on unresponsive accounts and applying defined escalation triggers.
• Onboard licensees onto the audit platform: explain the process and timeline, direct them to the platform, walk them through the required inputs, and resolve access or usability issues that stall completion.
• Serve as the day-to-day point of contact for licensee questions, objections, and concerns; handle pushback diplomatically and elevate contractual, disputed, or legal matters to the Senior Manager.
• Lead the verification call with the licensee to confirm and clarify the data submitted through the platform.
• Identify licensees unwilling or unable to use the platform and coordinate the exception path to a standard, manually executed review with the engagement team.
• Review submissions for completeness and obvious anomalies, apply the program’s standardized methodology and templates, and prepare findings for Senior Manager review.
• Maintain complete and accurate account status, contact history, and next actions in Connor’s engagement platform as the single system of record for the program.
• Produce recurring program reporting for the client and internal leadership, including pipeline by stage, aging, response and completion rates, and results to date.
• Monitor throughput, flag bottlenecks and recurring licensee objections, and recommend improvements to outreach templates, platform guidance, and process documentation.
• Support the onboarding and day-to-day direction of additional program staff as the program scales.
• Other duties may be assigned without notice.
• Senior Associate: Carry a larger portfolio, own the most sensitive or highest-value accounts, quality review the work of supporting staff, and act as backup program lead.

Qualifications & Requirements

• BA/BS in Business Administration, Accounting, Information Systems, or a related field; equivalent practical experience will be considered.
• 2+ years in software license compliance, contract or audit compliance support, customer success, account management, renewals, inside sales, or a comparable high-volume client-facing role.
• Exposure to software licensing concepts and contract terms. Prior license compliance or software asset management experience is preferred but not required; the ability to learn a publisher’s licensing model quickly is essential.
• Demonstrated experience managing a high volume of concurrent accounts or cases without loss of accuracy or follow-through.
• Comfort working from a repeatable playbook: applying the same process consistently across hundreds of accounts while recognizing the exceptions that require escalation.
• Fluency with CRM, ticketing, or case management platforms (for example Salesforce, HubSpot, Monday.com, or Zendesk) and a track record of disciplined data hygiene.
• Proficient in the Microsoft Office Suite with solid Excel skills including lookups and pivot tables. Advanced modeling is not required.
• Excellent written communication, with the ability to maintain a consistent and professional tone across a high volume of outbound correspondence.
• Confident verbal communication and the ability to lead a call with a licensee’s technical, procurement, or finance contacts.
• Professional persistence: comfortable following up repeatedly with unresponsive contacts and navigating resistance without escalating tension.
• Self-directed, organized, and reliable with minimal day-to-day supervision.
• Based in and available to work United States business hours, with occasional flexibility for licensees in other regions.
• Minimal travel expected, up to 10%.

Preferred Additional Experience

• Prior experience on a publisher-side or Big 4 software license compliance team.
• Experience supporting customers through a self-service or customer-completed data collection platform.
• Familiarity with common software deployment and usage data sources.
• Second language capability (Spanish, Portuguese, French, German, Italian, or Polish) in view of planned EMEA expansion.

Competencies and Skills

• Ownership mentality; treats the assigned portfolio as a book of business to be advanced every day
• Consistency and follow-through
• Resilience in the face of non-response, delay, and pushback
• Strong organization and prioritization across many small, simultaneous commitments
• Clear and concise communication with both technical and non-technical audiences
• Sound judgment about when to resolve an issue directly and when to escape to the manager
• Collaborative and professional demeanor with clients, licensees, and internal teams
• Genuine interest in process improvement and in building something repeatable and scalable

Measures of Success

• First 30 days: Program mechanics and licensing model learned, platform fluency established, outreach templates in use, and the full portfolio loaded and accurate in the engagement platform.
• First 60 days: Daily outreach cadence running consistently, the first cohort of licensees onboarded to the platform and submitting data, and program reporting delivered on schedule.
• First 90 days and beyond: Consistent throughput against agreed volume and cycle-time targets, exception and escalation paths operating cleanly, and documented improvements to the program playbook.

Working Conditions

• Remote role in the US, aligned to United States time zones
• Sustained periods of computer and telephone-based work with a high volume of daily contacts
• Occasional flexibility to work varied schedules to accommodate licensees in other time zones
• Minimal travel; occasional mobility within office and client site environments

Note:

Connor Consulting Corp. is an equal opportunity employer and values diversity, equality, and inclusion. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.