Customer Operations Specialist

Customer Operations Specialist (Contracts, Salesforce, DocuSign) – Remote | U.S. Hours

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours

About the Role

We’re hiring a Customer Operations Specialist to take full ownership of contract lifecycle management, contract execution, and CRM accuracy across a large customer portfolio.

This is an execution-heavy, ownership-driven role — not passive admin work.

You will:

• Own contract data
• Drive contract completion through daily outreach
• Maintain CRM accuracy
• Ensure contracts align with billing and recurring revenue

If you thrive in high-volume, detail-oriented, follow-up-driven environments — this role is built for you.

What You’ll Own

1. Contract Ownership & Accuracy

• Own all customer contracts end-to-end
• Maintain a single source of truth for:
• Contract status
• Terms
• Coverage
• Ensure all records are:
• Accurate
• Complete
• Audit-ready
• Maintain structured storage (e.g., Google Drive)

2. Contract Tracking & Data Management

• Maintain master tracking sheets in Excel / Google Sheets
• Track:
• Renewal dates
• Contract durations
• Special terms
• Clean and remove inactive accounts
• Prepare contract data for CRM accuracy in Salesforce

3. Contract Outreach & Execution (High Volume)

• Identify customers without signed contracts
• Conduct daily outbound outreach (email + calls)
• Clearly explain:
• Pricing
• Terms
• Value
• Send agreements via DocuSign
• Drive contracts from sent → signed → completed
• Maintain consistent follow-ups until closure

4. CRM & Revenue Alignment

• Update contract data and RMR (Recurring Monthly Revenue) in Salesforce
• Log all activities and updates for audit tracking
• Improve data quality through contract interactions

5. Agreement & Documentation Management

• Create and manage agreements for:
• New services
• Account updates
• Ensure all documents are:
• Executed properly
• Stored correctly
• Support account transfers with proper documentation

6. AutoPay & Compliance

• Ensure AutoPay enrollment for applicable customers
• Track exceptions and apply adjustments
• Maintain compliance and documentation

7. Collections Support (Partial)

• Conduct follow-ups on overdue accounts
• Log all activity in CRM
• Support overall revenue collection efforts

8. Reporting & Performance Tracking

• Deliver daily reports on:
• Outreach activity
• Contracts sent/signed
• Progress metrics
• Track contract coverage improvements
• Maintain visibility into execution performance

9. Process Improvement

• Identify workflow inefficiencies
• Improve:
• Outreach scripts
• Templates
• Tracking systems
• Increase contract adoption and execution speed

What Makes You a Strong Fit

• You’re execution-driven, not passive
• You follow up relentlessly until things are completed
• You’re highly detail-oriented and organized
• You’re comfortable handling high-volume outreach + admin simultaneously
• You take ownership of outcomes, not just tasks

Must-Have Requirements

• 2–4+ years in:
• Contract administration
• Operations
• Billing
• Customer support
• Experience with:
• Salesforce (or similar CRM)
• DocuSign
• Strong proficiency in:
• Google Sheets / Excel
• High attention to detail (low error tolerance)
• Strong written and verbal English communication
• Comfortable with:
• Outbound calls
• Follow-ups
• Objection handling
• Ability to manage multiple workflows simultaneously

Nice to Have

• Experience working with:
• Recurring revenue (RMR) models
• Billing or collections workflows
• Exposure to:
• High-volume contract environments
• SaaS or service-based businesses

What a Typical Day Looks Like

• Review contract tracker and prioritize outreach
• Contact customers via email + phone
• Send agreements via DocuSign
• Follow up on pending contracts
• Update CRM and contract records
• Track progress and report daily metrics

In short:
You ensure every customer has a valid, accurate, and executed contract — with nothing slipping through the cracks.

Key Metrics (KPIs)

• % 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 quality

Why This Role Stands Out

• High ownership and clear accountability
• Direct impact on revenue accuracy and risk reduction
• Structured workflows with measurable performance
• Opportunity to improve systems and processes
• Remote flexibility with strong execution expectations

Interview Process

• Initial Screening Call
• Recruiter Interview
• Final Interview
• Offer & Onboarding

Apply Now

If you’re someone who:

• Follows through relentlessly
• Cares about accuracy and execution
• Thrives in structured, high-volume environments

This role is a strong fit.