Customer Operations Specialist

Why We Need You – The Mission

As a Customer Operations Specialist, you will be responsible for customer success-related tasks including contract renewal, order processing, porting backup, and customer data. . This position will be reporting to the Manager of Customer Operations at the Westford, MA location.

What You’ll Accomplish - Your Performance Objectives

In the first 30 days you will work on learning our process, tools, products and executing on renewals and conversions.

• You’ll get up to speed on operations tools such as Salesforce and Phase Ware.
• Customer contract expirations with the goal of renewing contracts with reach outs starting between 90 and 120 days before expiration.
• Generate renewal quotes to send to customers ahead of the contract expiration date.
• Follow up with customers who have not responded based on the current process.
• Execute on the forecasted renewals opportunities focusing on the accounts not assigned to Customer Success Managers.
• Learn how Customer Operations interacts with all other functional areas within Biscom as well as partners.
• Gain understanding of Biscom products and services at least a high level.

In your first 60 days you will measure customer churn and report on the reasons and learn the porting function

• Keep accurate records to help report on customer churn while also ensuring proper follow up on non-renewals.
• Serve as back up on various activities performed by other customer operations team members.
• Provide insight in the development of new initiatives such as how to migrate customer from month to month to contract.

In your first 90 days you will start to assist with multiple different customer related tasks

Help build out the renewals forecast with an emphasis on recurring revenue for the current fiscal year.

• Process Sales Orders submitted by the direct and partner sales teams. The orders are to be reviewed for accuracy before sending to accounting and updates of customer support ticketing system.
• Process orders received directly from partners who are ordering know items.
• Perform various administrative tasks as assigned including backing up the support call coordinator.
• Focus on improving the overall “Customer Experience” as it pertains to the tasks of the team.
• Contribute to the high NPS scoring

Requirements

Who We’re Looking For - The Personal Competencies That Matter

Collaborative: You have empathy for your colleagues and customers. You demonstrate and influence cross-functional collaboration within the company and seek out opportunities to build relationships with others, especially in product-related function and can drive initiatives forward, even when difficult personalities or politics stood in the way.

Flexibility: You understand that at growth stage companies, things will evolve, and you may have to be flexible in your approach and in your expectations. You are open-minded and adapt well to changing environments as a company grows and scales. You understand the need to continue to evolve your team to meet the customer needs.

Gets Stuff Done / Accountable: You are comfortable rolling up your sleeves, getting deep into the numbers, tracking down the data, and delivering on a short timeline with limited resources. You are comfortable getting involved with customers to maintain and improve customer satisfaction.

Customer-obsessed: You deeply understand who loves your product, the value they derive, and how you are different than alternatives. You expect the same level of customer intimacy from yourself and center your meetings with those who work for you around what we are learning from our users.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home