Enterprise Licensing Operations, & Financial Resolution Specialist

Job Title: Enterprise Licensing Operations, & Financial Resolution Specialist

Location: Pune, India

Permanent - Full time

About Us

Cyncly is a global technology powerhouse with 2,400 employees and 70,000 customers across 100 countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisition s, backed by leading growth private equity firms specializing in technology.

About the role

The Enterprise Licensing Operations, & Financial Resolution Specialist serves as a trusted advisor and operational owner for strategic and high-value customers, ensuring the accurate management of licensing, entitlements, billing, and customer data across all systems and services.

This role is responsible for safeguarding customer access to purchased products and services, maintaining the integrity of customer and contractual data, resolving complex entitlement and billing issues, and driving proactive governance to minimise customer effort, reduce operational risk, and maximise value from customer agreements.

Acting as the primary point of ownership for entitlement, licensing, billing, and data quality matters, the role collaborates closely with Sales, Finance, Operations, Support, IT, and Business Intelligence teams to deliver a seamless customer experience.

Key Position Responsibilities Include:

Entitlement Management & Licensing

• Ensure accurate provisioning and activation of customer licences, subscriptions, support, and service entitlements.
• Manage upgrades, downgrades, renewals, transfers, and reassignment of licences and subscriptions.
• Monitor licence allocations, utilisation, and consumption trends.
• Identify and address underutilisation, overutilisation, and entitlement gaps.
• Conduct entitlement audits, reconciliations, and health checks.
• Resolve entitlement discrepancies and prevent access interruptions.
• Interpret contractual entitlement rights and validate customer eligibility for products, services, and support.
• Ensure alignment between contracts, purchase orders, invoices, and entitlement systems.
• Support the administration of complex enterprise and strategic customer agreements.

Billing & Contract Administration

• Provide end-to-end ownership of customer billing enquiries.
• Investigate disputed charges, invoice discrepancies, and pricing concerns.
• Explain invoices, credits, taxes, charges, and adjustments to customers.
• Raise and approve credit note requests within delegated authority levels.
• Validate contract pricing, billing terms, licensing arrangements, and entitlement data.
• Fulfil invoice, statement, and contract copy requests.
• Manage billing changes including frequency, currency, and contractual corrections.
• Ensure invoices accurately reflect contractual terms and customer agreements.

Data Integrity & Master Data Management

• Maintain the accuracy, completeness, consistency, and reliability of customer, billing, licensing, entitlement, and operational data.
• Manage customer, account, product, and partner master data across business systems.
• Maintain a single source of truth across CRM, ERP, billing, licensing, and support platforms.
• Coordinate and govern updates across multiple systems and data owners.
• Identify, investigate, and resolve duplicate, incomplete, or inaccurate records.
• Validate customer data against source systems and contractual agreements.
• Implement data stewardship and ownership processes to ensure ongoing data quality.

Data Reconciliation & Governance

• Perform reconciliation activities across customer, billing, licensing, entitlement, and finance systems.
• Investigate data mismatches, identify root causes, and implement corrective actions.
• Maintain audit trails, data lineage, and governance controls.
• Ensure compliance with internal policies, regulatory requirements, and data management standards.
• Support internal and external audit activities.
• Drive continuous improvement initiatives to strengthen data quality and operational efficiency

Customer Data Change Management

• Manage complex customer organisational changes including mergers, acquisitions, divestitures, and restructures.
• Administer legal entity changes, account hierarchy updates, and account consolidations.
• Assess and validate impacts across all downstream systems and processes.
• Ensure business continuity throughout customer transformation activities.

Customer Support & Escalation Management

• Provide dedicated ownership of critical entitlement, billing, and data-related issues.
• Prioritise and resolve customer-impacting incidents within agreed service levels.
• Coordinate resolution activities across Sales, Finance, Operations, Technical Support, IT, and other stakeholders.
• Manage executive-level and business-critical escalations.
• Deliver clear communication, status updates, and resolution plans throughout issue lifecycles.

Customer Advocacy & Continuous Improvement

• Act as the customer’s trusted advisor for licensing, entitlement, billing, and data management matters.
• Simplify complex licensing and contractual structures for customers.
• Represent customer requirements internally and influence process improvements.
• Identify risks proactively and implement preventative measures.
• Drive permanent solutions rather than temporary workarounds.
• Support business continuity and customer success through proactive engagement and governance.

Required Experience:

• 2+ years experience and understanding of software licensing, subscription management, and entitlement processes.
• 2+ years experience managing customer data, master data, billing, and contract administration.
• Knowledge of CRM focus on Sales Force, ERP, billing focus on Netsuite experience, licensing, and support platforms focus on Zendesk.
• Strong analytical, reconciliation, and problem-solving skills.
• 2+ years experience managing complex customer escalations and stakeholder relationships.
• Excellent attention to detail with a focus on accuracy and governance.
• Understanding of data quality frameworks, data governance, and compliance requirements.
• Ability to interpret contracts, commercial agreements, and licensing terms.
• Strong communication and customer relationship management skills.
• Experience working cross-functionally with Sales, Finance, Operations, Support, and IT teams.

Desired Skills:

• Experience supporting enterprise or strategic/VIP customers.
• Knowledge of software asset management (SAM), software licensing compliance, or subscription-based business models.
• Experience with business intelligence and reporting tools.
• Background in customer success, operations, data governance, or commercial support environments.

Core Competencies:

• Deliver accurate and timely entitlement provisioning and licensing support.
• Maintain high levels of customer, billing, and licensing data integrity.
• Prevent avoidable service interruptions and customer-impacting errors.
• Ensure contractual compliance and accurate billing outcomes.
• Provide visibility, governance, and accountability across entitlement and data management activities.
• Drive continuous improvement initiatives that enhance customer satisfaction and operational performance.

Working for Us

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.

Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - Come join us