Customer Operations Manager

Position

Description

The Customer Operations Manager is responsible for customer-facing licensing solutions and must be a subject matter expert within our Volume Licensing concepts and processes. The role will also provide fantastic opportunities to lead and shape next generation experiences for internal stakeholders and end customers. Are you ready to make an impact in this exciting and challenging role?

Contracting and Order Management ​ Deal and Contract Validation: Manage the validation and execution of agreements and post sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials.

Pipeline Management: Manage critical deal lists on a monthly and quarterly basis​ in alignment with expectations with the Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month​​. Handle escalated customer service issues and complaints in a professional and efficient manner. Work closely with other departments to resolve customer issues and ensure a positive customer experience.

Develop and implement processes and procedures to streamline the customer service operation. 4+ years of work experience in contracting & order management, pipeline management, & billing execution, with a focus on financial accuracy, compliance, and risk management. Expertise in contract validation, pipeline management, credit approval, and billing management, with strong capabilities in customer service, stakeholder engagement, process optimization, and operations excellence.

Proficiency in data-driven decision-making, using KPIs to monitor performance, and acting as a trusted advisor to internal and external customers. Bachelor's degree in business, Operations, Finance or related field AND operations, program management or process management work experience OR equivalent experience. On site presence minimum 3 days/week. 2+ years of experience in customer service operations, managing escalations, improving service metrics, & implementing process improvements to streamline operations.

Experience with similar industry Business Value deal constructions. This position follows an evening shift and requires the ability to work from 6:30 PM to 3:30 AM IST.