About the job
JAMS Software is seeking a Customer Operations Specialist to manage customer relationships and support operational processes in a fully remote role based in the United States. This position is central to the customer experience, handling renewals, license key provisioning, and account oversight. The Customer Operations Specialist reports to the Director of Revenue Operations.
Salary range: $48,000 to $53,000 per year.
What You Will Do
Renewal and Account Management
- Oversee the entire renewal cycle: generate quotes, secure approvals, process orders, and maintain ongoing communication with customers.
- Send renewal proposals at least 90 days before expiration, track renewal statuses, monitor ARR changes, and review retention metrics.
- Assess customer health and risk by reviewing communications, product usage, support tickets, and implementation progress.
- Address attrition requests and partner with other teams to resolve issues or pursue retention opportunities.
- Engage with customers during renewal periods to ensure satisfaction and identify upsell possibilities.
License Key Management
- Create, provision, and manage customer license keys across multiple systems with attention to detail.
- Verify that license keys meet order requirements, follow company policies, and match customer hardware needs.
- Work with new customers to confirm all necessary information before delivering license keys.
Order Processing
- Review sales and renewal orders for accuracy, including pricing, documentation, addresses, service dates, product details, and policy compliance before invoicing.
- Invoice new sales, renewals, services, and upgrades in the CRM within set deadlines.
- Update CRM records after invoicing to ensure renewal details are correct for the next term.
Additional Responsibilities
- Support Accounts Receivable by assisting with aging reports and customer inquiries.
