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 in 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.