Licensing Operations, & Financial Resolution Specialists

Accountabilities: Licensing & entitlement management: Accurately assign licenses and service entitlements, activate new purchases, and manage upgrades, downgrades, renewals, transfers, and reassignments while ensuring customers have access to everything they have purchased.

Customer billing support: Own billing-related inquiries through Zendesk from initial response through resolution, investigate disputed charges and invoice discrepancies, and clearly explain pricing, credits, taxes, statements, and contractual information.

Contract and entitlement validation: Review contractual rights and verify alignment between contracts, orders, invoices, licensing records, and entitlement systems, including complex enterprise agreements.

Data quality & master data: Maintain accurate and consistent customer, billing, and entitlement records; identify duplicate or incorrect data; validate information across Salesforce, NetSuite, and other systems; and coordinate necessary updates.

Reconciliation & issue resolution: Investigate mismatches between systems, identify root causes, process historical contract corrections, and support customer mergers, acquisitions, and account hierarchy changes.

Cross-functional collaboration: Partner with Sales, Finance, Operations, Support, and technical teams to resolve business-critical issues and coordinate priority escalations within established SLAs.

Proactive monitoring & reporting: Monitor license expirations, data anomalies, and entitlement gaps before they affect customers, while contributing to licensing reports, data-quality scorecards, customer health assessments, and root-cause analysis.

Service excellence: Deliver accurate, timely, traceable, and transparent resolutions while effectively managing competing priorities and maintaining clear communication throughout each case.

Requirements:

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

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

Technical & operational skills: Comfortable navigating multiple IT systems, reconciling information across platforms, investigating discrepancies, and maintaining high standards of data accuracy.

Communication: Advanced/fluent English , both written and spoken, is essential for communicating clearly with global internal stakeholders and handling customer-related matters.

Attention to detail: Strong written communication, analytical thinking, and a high level of accuracy when working with contracts, invoices, licenses, customer records, and financial information.

Organization & prioritization: Ability to work effectively under pressure, manage competing priorities, meet SLAs, and maintain ownership of multiple cases and operational issues.

Collaboration: Strong team-oriented approach and ability to work effectively across Sales, Finance, Operations, Support, and other business functions.

Problem-solving: Ability to investigate complex issues, identify root causes, coordinate resolutions, and communicate status and outcomes clearly.

Adaptability: Comfortable working in a changing environment with multiple systems, processes, and business requirements.

Benefits:

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

Remote work from Brazil , with a hybrid option available for residents of Serra Gaúcha or São Paulo.

Compensation in Brazilian Real (BRL).

Opportunity to work in a global, cross-functional environment supporting customers and internal teams.

Exposure to Salesforce, NetSuite, licensing operations, billing processes, master data management, and customer support workflows.

Opportunity to develop expertise across commercial operations, financial resolution, entitlement management, and data quality.

Collaborative role with exposure to Sales, Finance, Operations, Support, and other international stakeholders.

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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