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

1. Initial Screening Call
2. Recruiter Interview
3. Final Interview
4. 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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