Customer Operations Specialist

Customer Operations Specialist (Contracts, Salesforce, DocuSign) - Remote

Contract Management | Salesforce | DocuSign | Customer Operations

Position Type: Full-Time, Remote

Working Hours: U.S. Business Hours

About the Role

We’re hiring for our client, a growing U.S.-based company, seeking a Customer Operations Specialist to take ownership of contract lifecycle management, contract execution, CRM accuracy, and customer operational follow-through across a large customer portfolio.

This is an execution-heavy, ownership-driven operations role - not passive administrative work.

You will:

• Own contract data and contract execution workflows
• Drive contract completion through daily outreach and follow-ups
• Maintain CRM accuracy and reporting integrity
• Ensure contracts align with billing and recurring revenue operations

This role is ideal for someone who thrives in structured, high-volume, detail-oriented environments and follows through relentlessly until tasks are completed.

What You’ll Own

Contract Ownership & Accuracy

• Own customer contracts from initiation through execution
• Maintain a single source of truth for:
• Contract status
• Contract terms
• Coverage and account details
• Ensure all records are:
• Accurate
• Complete
• Audit-ready
• Maintain structured document storage and organization

Contract Tracking & Data Management

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

Contract Outreach & Execution

• Identify customers without signed contracts
• Conduct high-volume outbound outreach via:
• Email
• Phone calls
• Clearly explain:
• Pricing
• Terms
• Service value
• Send agreements through DocuSign
• Drive contracts through the full execution cycle:
• Sent
• Followed up
• Signed
• Completed
• Maintain consistent follow-up discipline until closure

CRM & Revenue Alignment

• Update contract information and RMR (Recurring Monthly Revenue) in Salesforce
• Log all customer activity and updates for audit tracking
• Improve CRM data quality through contract interactions
• Ensure operational data remains clean and accurate

Agreement & Documentation Management

• Create and manage agreements for:
• New services
• Account updates
• Transfers and changes
• Ensure all documentation is:
• Properly executed
• Properly stored
• Fully compliant
• Support account transfers and operational documentation workflows

AutoPay & Compliance

• Ensure AutoPay enrollment for applicable accounts
• Track exceptions and required adjustments
• Maintain compliance and documentation standards

Collections Support

• Conduct follow-ups on overdue accounts when required
• Log all collection activity within the CRM
• Support overall revenue collection efforts

Reporting & Performance Tracking

• Deliver daily reports covering:
• Outreach activity
• Contracts sent and signed
• Progress metrics
• Contract coverage improvements
• Maintain visibility into execution and operational performance

Process Improvement

• Identify workflow inefficiencies and operational gaps
• Improve:
• Outreach scripts
• Templates
• Tracking systems
• Contract workflows
• Help increase contract adoption and execution speed

What Makes You a Strong Fit

• You are execution-driven and proactive
• You follow up consistently until tasks are completed
• You are highly detail-oriented and organized
• You can manage high-volume outreach and administrative work simultaneously
• You take ownership of outcomes, not just assigned tasks
• You thrive in structured operational environments

Must-Have Requirements

• 2-4+ years of experience in:
• Contract administration
• Customer operations
• Billing operations
• Customer support
• Operational coordination
• Experience using:
• Salesforce (or similar CRM)
• DocuSign
• Strong proficiency with:
• Google Sheets
• Microsoft Excel
• High attention to detail with low tolerance for errors
• Strong written and verbal English communication skills
• Comfortable with:
• Outbound calls
• Customer follow-ups
• Objection handling
• Ability to manage multiple workflows simultaneously

Nice to Have

• Experience working with:
• Recurring revenue (RMR) models
• Billing workflows
• Collections operations
• Exposure to:
• High-volume contract environments
• SaaS businesses
• Service-based companies

What a Typical Day Looks Like

• Review contract trackers and prioritize outreach
• Contact customers via phone and email
• Send agreements through DocuSign
• Follow up consistently on pending contracts
• Update Salesforce and operational records
• Track progress and report daily performance metrics

In short: you ensure every customer account has a valid, accurate, and fully executed contract while maintaining operational accuracy across systems.

Key Metrics (KPIs)

• Percentage 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 operational visibility

Why This Role Stands Out

• High ownership and accountability
• Direct impact on revenue accuracy and operational risk reduction
• Structured workflows with measurable performance expectations
• Opportunity to improve operational systems and processes
• Remote flexibility combined with high-performance execution standards

Interview Process

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

Apply Now

If you are someone who follows through relentlessly, values operational accuracy, and thrives in structured, high-volume environments, this role offers an opportunity to take ownership of critical customer operations and contract execution workflows.

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