Customer Operations Specialist

Description

Summary: This execution-heavy, ownership-driven Customer Operations Specialist role involves full ownership of contract lifecycle management, execution, and CRM accuracy. Highlights: 1. High ownership and clear accountability in contract management 2. Direct impact on revenue accuracy and risk reduction 3. Opportunity to improve systems and processes **Customer Operations Specialist (Contracts, Salesforce, DocuSign) – Remote \| U.S. Hours****Position Type:** Full\-Time, Remote **Working Hours:** U.S. Business Hours **About the Role** We’re hiring a **Customer Operations Specialist** to take full ownership of **contract lifecycle management, contract execution, and CRM accuracy** across a large customer portfolio. This is an **execution\-heavy, ownership\-driven role** — not passive admin work. You will: * Own contract data * Drive contract completion through daily outreach * Maintain CRM accuracy * Ensure contracts align with billing and recurring revenue **If you thrive in high\-volume, detail\-oriented, follow\-up\-driven environments — this role is built for you.** **What You’ll Own****1\. Contract Ownership \& Accuracy*** Own all customer contracts end\-to\-end * Maintain a single source of truth for: * + Contract status + Terms + Coverage * Ensure all records are: * + Accurate + Complete + Audit\-ready * Maintain structured storage (e.g., Google Drive) **2\. Contract Tracking \& Data Management*** Maintain master tracking sheets in **Excel / Google Sheets** * Track: * + Renewal dates + Contract durations + Special terms * Clean and remove inactive accounts * Prepare contract data for CRM accuracy in Salesforce **3\. Contract Outreach \& Execution (High Volume)*** Identify customers without signed contracts * Conduct **daily outbound outreach (email \+ calls)** * Clearly explain: * + Pricing + Terms + Value * Send agreements via DocuSign * Drive contracts from **sent** **signed** **completed** * Maintain consistent follow\-ups until closure **4\. CRM \& Revenue Alignment*** Update contract data and RMR (Recurring Monthly Revenue) in Salesforce * Log all activities and updates for audit tracking * Improve data quality through contract interactions **5\. Agreement \& Documentation Management*** Create and manage agreements for: * + New services + Account updates * Ensure all documents are: * + Executed properly + Stored correctly * Support account transfers with proper documentation **6\. AutoPay \& Compliance*** Ensure AutoPay enrollment for applicable customers * Track exceptions and apply adjustments * Maintain compliance and documentation **7\. Collections Support (Partial)*** Conduct follow\-ups on overdue accounts * Log all activity in CRM * Support overall revenue collection efforts **8\. Reporting \& Performance Tracking*** Deliver daily reports on: * + Outreach activity + Contracts sent/signed + Progress metrics * Track contract coverage improvements * Maintain visibility into execution performance **9\. Process Improvement*** Identify workflow inefficiencies * Improve: * + Outreach scripts + Templates + Tracking systems * Increase contract adoption and execution speed **What Makes You a Strong Fit*** You’re **execution\-driven, not passive** * You follow up relentlessly until things are completed * You’re highly detail\-oriented and organized * You’re comfortable handling **high\-volume outreach \+ admin simultaneously** * You take ownership of outcomes, not just tasks **Must\-Have Requirements*** 2–4\+ years in: * + Contract administration + Operations + Billing + Customer support * Experience with: * + Salesforce (or similar CRM) + DocuSign * Strong proficiency in: * + Google Sheets / Excel * High attention to detail (low error tolerance) * Strong written and verbal English communication * Comfortable with: * + Outbound calls + Follow\-ups + Objection handling * Ability to manage multiple workflows simultaneously **Nice to Have*** Experience working with: * + Recurring revenue (RMR) models + Billing or collections workflows * Exposure to: * + High\-volume contract environments + SaaS or service\-based businesses **What a Typical Day Looks Like*** Review contract tracker and prioritize outreach * Contact customers via email \+ phone * Send agreements via DocuSign * Follow up on pending contracts * Update CRM and contract records * Track progress and report daily metrics **In short:** You ensure **every customer has a valid, accurate, and executed contract — with nothing slipping through the cracks.** **Key Metrics (KPIs)*** % of customers with signed contracts * Contract data accuracy across systems * Daily outreach volume (calls, emails, follow\-ups) * Contract execution speed (sent signed) * Salesforce data accuracy * AutoPay enrollment rate * Reporting consistency and quality **Why This Role Stands Out*** High ownership and clear accountability * Direct impact on **revenue accuracy and risk reduction** * Structured workflows with measurable performance * Opportunity to improve systems and processes * Remote flexibility with strong execution expectations **Interview Process*** Initial Screening Call * Recruiter Interview * Final Interview * Offer \& Onboarding **Apply Now** If you’re someone who: * Follows through relentlessly * Cares about accuracy and execution * Thrives in structured, high\-volume environments This role is a strong fit.