Customer Operations Specialist

Job Description

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.