{"id":2348895,"url":"https://alion.io/job/fortra-customer-operations-specialist","title":"Customer Operations Specialist","company":{"id":1768304,"name":"Fortra","domain":"fortra.com","url":"https://alion.io/company/fortra","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Colombia"],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":67000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1815},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Power BI","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"LinkedIn","optional":true}],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-18T05:25:09Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!\nWe are seeking a proactive and detail-oriented Customer Operations Specialist to join our global Customer Operations team. In this role, you will be responsible for ensuring timely order fulfillment and driving customer retention through a customer-focused billing strategy, strong product and process knowledge, and effective cross-functional collaboration. Your ability to communicate clearly, manage tasks with accuracy, and thrive in a fast-paced environment will be key to delivering an exceptional customer experience. At Fortra, you’ll benefit from a robust onboarding experience, a guidedcareer path, and a people-first culture that supports continuous growth and development.\n\nWHAT YOU'LL DO\nManage the renewal process, from quoting, internal approvals, through to ensuring the order is processed adhering to Customer Operations SLA’s. \nEnsure all Renewal and Sales activities are within the approval guidelines to protect and drive a positive increase to ARR. \nProactively provide customers with a renewal proposal 90 days prior to renewal date.\nCommunicate changes in ARR against planned renewal bookings & losses. \nNegotiate special pricing and validate at point of order. \nMaintain accurate customer data in CRM systems. \nProvide service to customers via telephone and email regarding licensing, renewal, billing, or sales inquiries. Partner with cross-functional teams to provide seamless customer support (Sales, Customer Success/Client Advocate, Support). \nManage attrition for assigned customers by handling any requests to cancel renewal contracts. Coordinate with necessary departments to identify opportunities to save the renewal, help drive retention and resolve customer issues. \nMaintain accurate health/risk status for assigned customers by routinely reviewing key indicators, such as support requests, implementation status, and usage.\nAssist Accounts Receivable on aging invoices by attending to unresponsive customers, invoice revisions, and customer requests relating to payment. \nContact customers at various points during their renewal term to identify opportunities for upsell and ensure overall customer satisfaction. \nReach out to new customers to ensure successful onboarding.\nAssist with Export license requests when necessary. \nCreate 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. \nReview submitted Sales orders to ensure that all necessary internal approvals, customer approval, documentation, and any additional requirements by product brand have been provided. \nConfirm 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. \nInvoice new sales, renewal, and/or upgrade orders in the appropriate CRM system within a designated turnaround time. \nProvide keys when required by Support or upon payment of new sales and/or renewals.\nRemain knowledgeable and up to date on product licensing, sales policies, and procedures. \nAssist Sales Managers with basic software, services, or subscription quote creation \nPerform additional duties and projects as assigned by management. \nContinuously refine and improve business analysis processes to enhance efficiency and outcomes. \n\nQUALIFICATIONS\n Minimum two years customer service experience or equivalent education and experience\nBasic skills in Microsoft Office products, including Outlook, Word, PowerPoint, and Excel\nAbility to calculate pricing, including margins, discounts and increases \nMust be able to manage and prioritize multiple tasks \nDetail oriented, self-motivated, resourceful, and reliable \nProficient verbal and written communication skills, including email etiquette \nProfessional disposition with a customer service focus \nAbility to work with minimal supervision, both independently and within in a team \nBasic negotiation skills \nCreative problem-solver who acts confidently - spearheading solutions to problems that arise\nHave tolerance for ambiguity and complexity, while working efficiently in a fast- paced environment \nBasic knowledge of internal reporting tools (CRM systems, Power BI, and others as needed by brand) \nStrong problem-solving and analytical skills, with a keen attention to detail.\nAt Fortra, we’re breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.","description_format":"text","description_chars":5194,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"Colombia","iso":null,"kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-12T13:22:51Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.718,"p_room":0.75,"age_days":24,"expected_fill_days":25,"reasons":["conf:3","velocity","win:late","comp:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/fortra-customer-operations-specialist","json_url":"https://alion.io/job/fortra-customer-operations-specialist.json","meta":{"generated_at":"2026-10-18T16:27:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1768304},"rest":"https://alion.io/mcp/rest/get_company?id=1768304"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffortra-customer-operations-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffortra-customer-operations-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffortra-customer-operations-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fortra-customer-operations-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffortra-customer-operations-specialist"}]}