Customer Operations Specialist
About the role
We’re hiring for our client, a growing U.S.-based company, seeking a Customer Operations Specialist to take ownership of contract lifecycle management, contract execution, CRM accuracy, and customer operational follow-through across a large customer portfolio.
This is an execution-heavy, ownership-driven operations role – not passive administrative work.
You will:
Own contract data and contract execution workflows
Drive contract completion through daily outreach and follow-ups
Maintain CRM accuracy and reporting integrity
Ensure contracts align with billing and recurring revenue operations
This role is ideal for someone who thrives in structured, high-volume, detail-oriented environments and follows through relentlessly until tasks are completed.
What you’ll own
Contract ownership & accuracy
Own customer contracts from initiation through execution
Maintain a single source of truth for:
Contract status
Contract terms
Coverage and account details
Ensure all records are:
Accurate
Complete
Audit-ready
Maintain structured document storage and organization
Contract tracking & data management
Maintain master tracking sheets using:
Google Sheets
Microsoft Excel
Track:
Renewal dates
Contract durations
Special terms
Account status
Clean and remove inactive accounts
Prepare contract data for CRM accuracy within Salesforce
Contract outreach & execution
Identify customers without signed contracts
Conduct high-volume outbound outreach via:
Phone calls
Clearly explain:
Pricing
Terms
Service value
Send agreements through DocuSign
Drive contracts through the full execution cycle:
Sent
Followed up
Signed
Completed
Maintain consistent follow-up discipline until closure
CRM & revenue alignment
Update contract information and RMR (Recurring Monthly Revenue) in Salesforce
Log all customer activity and updates for audit tracking
Improve CRM data quality through contract interactions
Ensure operational data remains clean and accurate
Agreement & documentation management
Create and manage agreements for:
New services
Account updates
Transfers and changes
Ensure all documentation is:
Properly executed
Properly stored
Fully compliant
Support account transfers and operational documentation workflows
AutoPay & compliance
Ensure AutoPay enrollment for applicable accounts
Track exceptions and required adjustments
Maintain compliance and documentation standards
Collections support
Conduct follow-ups on overdue accounts when required
Log all collection activity within the CRM
Support overall revenue collection efforts
Reporting & performance tracking
Deliver daily reports covering:
Outreach activity
Contracts sent and signed
Progress metrics
Contract coverage improvements
Maintain visibility into execution and operational performance
Process improvement
Identify workflow inefficiencies and operational gaps
Improve:
Outreach scripts
Templates
Tracking systems
Contract workflows
Help increase contract adoption and execution speed
What makes you a strong fit
You are execution-driven and proactive
You follow up consistently until tasks are completed
You are highly detail-oriented and organized
You can manage high-volume outreach and administrative work simultaneously
You take ownership of outcomes, not just assigned tasks
You thrive in structured operational environments
Must-have requirements
2–4+ years of experience in:
Contract administration
Customer operations
Billing operations
Customer support
Operational coordination
Experience using:
Salesforce (or similar CRM)
DocuSign
Strong proficiency with:
Google Sheets
Microsoft Excel
High attention to detail with low tolerance for errors
Strong written and verbal English communication skills
Comfortable with:
Outbound calls
Customer follow-ups
Objection handling
Ability to manage multiple workflows simultaneously
Nice to have
Experience working with:
Recurring revenue (RMR) models
Billing workflows
Collections operations
Exposure to:
High-volume contract environments
SaaS businesses
Service-based companies
What a typical day looks like
Review contract trackers and prioritize outreach
Contact customers via phone and email
Send agreements through DocuSign
Follow up consistently on pending contracts
Update Salesforce and operational records
Track progress and report daily performance metrics
In short: you ensure every customer account has a valid, accurate, and fully executed contract while maintaining operational accuracy across systems.
Key metrics (KPIs)
Percentage 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 operational visibility
Why this role stands out
High ownership and accountability
Direct impact on revenue accuracy and operational risk reduction
Structured workflows with measurable performance expectations
Opportunity to improve operational systems and processes
Remote flexibility combined with high-performance execution standards
Interview process
Initial screening call
Recruiter interview
Final interview
Offer & onboarding
If you are someone who follows through relentlessly, values operational accuracy, and thrives in structured, high-volume environments, this role offers an opportunity to take ownership of critical customer operations and contract execution workflows.