Customer Operations Specialist

Customer Operations Specialist

JAMS Software is a 100% remote, global team focused on building comprehensive workload automation software. The Customer Operations Specialist will have the opportunity to own a book of customer accounts with key impact areas in renewals and license key provisioning. This position reports to the Director of Revenue Operations. The anticipated hiring range for this position is $48,000-$53,000 per year.

What you’ll do:

Renewal and Account Management:

• Own the end-to-end renewal process, including quotes, approvals, order processing, and timely customer communication.

• Proactively deliver renewal proposals at least 90 days in advance and track renewal status, ARR changes, and retention outcomes.

• Maintain accurate customer health and risk assessments by reviewing correspondence, usage, support activity, and implementation status.

• Manage attrition requests, partnering cross-functionally to resolve issues and identify retention opportunities.

• Engage customers throughout the renewal term to ensure satisfaction and identify potential upsell opportunities.

License Keys

• Create, provision, and manage customer license keys across multiple licensing systems with a high degree of accuracy.

• Ensure license keys align with order specifications, company policies, and customer hardware requirements.

• Coordinate with new customers to validate required information prior to license delivery.

Order processing

• Review submitted sales and renewal orders to confirm accuracy, pricing, approvals, documentation, addresses, service dates, product details and compliance with policies prior to invoicing.

• Invoice new sales, renewals, services and upgrades in CRM within established turnaround times.

• Review and update CRM post invoicing to ensure all renewal details are set up correctly for the following term.

Other

• Assist Accounts Receivables on aging invoices by attending to unresponsive customers, invoice revisions, and customer questions related to payment.

• Maintain accurate customer data in HubSpot and stay current on product licensing, sales policies, and procedures

• Serve as a customer-facing resource via email and phone for licensing, renewal, billing, and order-related questions

• Perform additional duties and projects as assigned.

What you’ll need:

• Minimum two years customer service experience, ideally supporting a software product

• Experience with the Microsoft Office product suite (Specifically Excel and Outlook)

• Ability to calculate pricing, including margins, discounts, and increases

• Must be able to manage and prioritize multiple tasks

• Detail oriented, self-motivated, resourceful, and reliable approach to work

• Verbal and written communication skills, including email etiquette

• Professional disposition with a customer service focus

• Ability to work with minimal supervision

• Basic negotiation skills

• Creative problem-solver who acts confidently, spearheading solutions to problems that arise

• Tolerance for ambiguity and complexity

• Basic knowledge of internal reporting tools (Hubspot is a huge plus!)

Why JAMS Software:

• 100% remote work environment with colleagues around the globe

• Competitive benefits

• 401k program and employer match

• Flexible PTO

• Paid Holidays