Customer Operations Specialist

Join our worldwide Cyber Customer Operations team in a vital role responsible for timely order fulfillment via a customer-focused billing strategy, strong process & product knowledge, and cross-departmental collaboration. Take charge of personal growth through a robust onboarding experience, guided career path, and people-first culture. A successful Account Specialist is a critical-thinker who performs with a high degree of accuracy and thrives in a fast-paced environment.

KEY DUTIES

• Ensure all Renewal and Sales order processing activities across our Cyber business are within the approval guidelines to protect and drive a positive increase to ARR.
• Maintain accurate customer data in CRM systems.
• Provide service to customers via telephone and email regarding licensing, billing, or sales inquiries. Partner with cross-functional teams to provide seamless customer support (Sales, Customer Success, Support).
• Assist Accounts Receivable on aging invoices by attending to unresponsive customers, invoice revisions, and customer requests relating to payment.
• Assist with Export license requests when necessary.
• Create and manage customer license keys or provisioning across various licensing systems with high level of accuracy. Adhere to order specifications and company policies when creating keys or provisioning.
• Review submitted Sales orders to ensure that all necessary internal approvals, customer approval, documentation, and any additional requirements by product brand have been provided.
• Confirm submitted sales orders for accurate shipping and billing details, pricing, products, special terms, and service dates prior to invoicing. Ensure required approvals and documentation are provided.
• Invoice new sales, renewal, and/or upgrade orders in the appropriate CRM system within a designated turnaround time.
• Provide keys when required by Support or upon payment of new sales and/or renewals.
• Remain knowledgeable and up to date on product licensing, sales policies, and procedures.
• Support in training Peers and new starters as needed.
• Perform additional duties and projects as assigned by management.

BASIC QUALIFICATIONS

• Minimum two years customer service experience or equivalent education and experience.
• Basic skills in Microsoft Office products, including Outlook, Word, PowerPoint, and Excel.
• 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.
• Proficient verbal and written communication skills, including email etiquette.
• Professional disposition with a customer service focus.
• Ability to work with minimal supervision, both independently and within a team.
• Basic negotiation skills.
• Creative problem-solver who acts confidently – spearheading solutions to problems that arise.
• Have tolerance for ambiguity and complexity, while working efficiently in a fast-paced environment.
• Basic knowledge of internal reporting tools (CRM systems, Power BI, and others as needed by brand).
• Requirement to work additional hours to ensure timely order processing around month/quarter/year end.