Enterprise Licensing Operations, & Financial Resolution Specialist

Accountabilities: Enterprise licensing & entitlement management: Accurately assign licenses and service entitlements, rapidly activate purchases, and manage upgrades, downgrades, renewals, transfers, and reassignments for strategic customers.

Customer entitlement assurance: Monitor license allocation and usage, identify under- or over-utilization, audit customer entitlements, and resolve discrepancies to prevent access interruptions.

Contract & billing alignment: Interpret contractual entitlement rights and ensure consistency between contracts, orders, invoices, pricing, and entitlement systems, including complex enterprise agreements.

Billing & invoice resolution: Own customer billing inquiries through Zendesk from initial response to resolution, investigate disputed charges and invoice discrepancies, and clearly explain charges, credits, taxes, statements, and contractual information.

Credit note management: Raise credit note requests and provide first-level approval for credit notes generated by other teams, ensuring appropriate validation against contractual and billing records.

Master data management: Maintain accurate customer, billing, and entitlement records; identify and resolve discrepancies and duplicate records; and coordinate updates across CRM, billing, licensing, and support platforms.

Reconciliation & root-cause analysis: Reconcile information across Salesforce, NetSuite, and other systems, investigate mismatches, and identify root causes to prevent recurring issues.

Enterprise change management: Support customer mergers, acquisitions, organizational changes, account hierarchy updates, billing-frequency changes, currency changes, and historical contract corrections.

Escalation management: Take ownership of priority entitlement and data issues, coordinating with Sales, Finance, Operations, and Technical Support to deliver resolutions within aggressive SLAs.

Reporting & business visibility: Contribute to entitlement summaries, license position and renewal/expiry reporting, data-quality scorecards, customer health assessments, and root-cause reporting.

Proactive customer service: Monitor upcoming expirations and data anomalies, anticipate potential customer-impacting issues, provide transparent status updates, and ensure accurate, traceable resolutions during critical business events.

Requirements:

Systems experience: Hands-on experience with Salesforce and NetSuite , with the ability and willingness to learn additional legacy or specialized systems.

Customer support tools: Previous experience with a ticketing platform such as Zendesk is advantageous but not required.

Enterprise customer engagement: Comfortable communicating directly with customers about sensitive billing, contractual, licensing, and entitlement matters.

English proficiency: Advanced/fluent English, written and spoken, is essential for effective communication with global stakeholders and customers.

Technical & analytical ability: Comfortable navigating multiple IT systems, reconciling information across platforms, investigating discrepancies, and maintaining data integrity.

Attention to detail: Strong written communication skills and a high level of accuracy when handling contracts, invoices, licenses, customer records, and financial information.

Prioritization: Ability to operate under pressure, manage competing priorities, and consistently meet demanding turnaround times and service-level commitments.

Autonomy & ownership: Able to independently manage complex issues, make sound operational decisions, and take full ownership through resolution.

Cross-functional collaboration: Strong team player capable of partnering effectively with Sales, Finance, Operations, Support, and other stakeholders.

Problem-solving: Strong ability to investigate issues, identify root causes, coordinate corrective actions, and communicate resolutions clearly.

Customer focus: Proactive, responsive, and transparent approach, with a strong commitment to minimizing customer effort and protecting the experience of strategic accounts.

Benefits:

Permanent full-time employment (CLT) with a 42-hour work week.

100% remote work option anywhere in Brazil.

Hybrid work option for residents of Serra Gaúcha or São Paulo.

Compensation in Brazilian Real (BRL).

Opportunity to work directly with strategic and high-value enterprise customers .

Exposure to Salesforce, NetSuite, licensing operations, billing, contractual processes, and master data management .

Collaboration with Sales, Finance, Operations, Technical Support, and BI teams in a cross-functional environment.

Opportunity to develop expertise in enterprise licensing, financial resolution, customer operations, data quality, and escalation management .

High-ownership role with visibility into critical customer and business processes.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

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