Customer Operations Specialist

ROLE SNAPSHOT

Join our global Cyber Customer Operations team in a critical role responsible for accurate and timely order fulfillment. Youll drive a customer-focused billing strategy, utilize deep product/process knowledge, and collaborate cross-functionally to ensure seamless customer experiences. A successful Specialist is detail-oriented, thrives in fast-paced environments, and embraces continuous personal and professional growth.

KEY DUTIES

Order Management & Invoicing

Process renewal and sales orders, ensuring alignment with internal approval guidelines to drive ARR.

Review orders for accuracy in pricing, terms, service dates, and documentation prior to invoicing.

Invoice new sales, renewals, and upgrades in the appropriate CRM within set turnaround times.

Customer Support

Respond to customer inquiries (licensing, billing, sales) via phone and email.

Partner with Sales, Customer Success, and Support to provide seamless service.

Provide license keys upon payment or as requested by Support.

System & Data Management

Maintain up-to-date and accurate customer data in CRM systems.

Manage licensing or provisioning across multiple platforms with high accuracy.

Assist with Export License requests when applicable.

Financial Coordination

Collaborate with Accounts Receivable to resolve aging invoices and customer payment issues.

Quality & Compliance

Ensure all sales orders meet product and brand-specific documentation and approval requirements.

Adhere to internal policies when creating keys or provisioning services.

Internal Support

Train peers and new team members as needed.

Remain current on product licensing, sales policies, and procedures.

Perform special duties or projects as assigned by management.

BASIC QUALIFICATIONS

Minimum 2 years of customer service experience, or equivalent education/experience

Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)

Understanding of pricing structures, including margins, discounts, and price increases

Strong organizational and multitasking skills

Detail-oriented, self-starter, dependable, and resourceful

Excellent verbal and written communication skills with professional email etiquette

Customer-centric with a professional demeanor

Able to work independently and within a team environment

Basic negotiation skills and creative problem-solving mindset

Comfortable with ambiguity and complexity in fast-paced environments

Familiarity with CRM systems, Power BI, or similar reporting tools

Willingness to work additional hours during peak periods (month/quarter/year-end)