Customer Operations Specialist (Contracts, Salesforce, DocuSign)

Company: (Client of the hiring company)

Location: Remote (U.S. Business Hours)

Position Type: Full-Time

About the Role:
We are seeking an execution-heavy, ownership-driven Customer Operations Specialist for a growing U.S.-based company. This role focuses on managing the contract lifecycle, ensuring contract execution, maintaining CRM accuracy, and overseeing customer operational follow-through for a large customer portfolio. This is not passive administrative work; it requires relentless follow-through and a detail-oriented approach.

What You’ll Own:

Contract Ownership & Accuracy:

• Manage customer contracts from initiation through execution.
• Maintain a single source of truth for contract status, terms, coverage, and account details.
• Ensure all contract records are accurate, complete, and audit-ready.
• Maintain structured document storage and organization.

Contract Tracking & Data Management:

• Maintain master tracking sheets using Google Sheets and Microsoft Excel.
• Track renewal dates, contract durations, special terms, and account status.
• Cleanse 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 and phone.
• Clearly explain pricing, terms, and service value.
• Send agreements through DocuSign and drive them 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, stored, and 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/signed, progress metrics, and contract coverage improvements.
• Maintain visibility into execution and operational performance.

Process Improvement:

• Identify workflow inefficiencies and operational gaps.
• Improve outreach scripts, templates, tracking systems, and contract workflows.
• Help increase contract adoption and execution speed.

What Makes You a Strong Fit:

• Execution-driven and proactive.
• Consistent follow-through until tasks are completed.
• Highly detail-oriented and organized.
• Ability to manage high-volume outreach and administrative tasks simultaneously.
• Takes ownership of outcomes.
• Thrives in structured operational environments.

Must-Have Requirements:

• 2–4+ years of experience in contract administration, customer operations, billing operations, customer support, or operational coordination.
• Experience using Salesforce (or similar CRM) and DocuSign.
• Strong proficiency with Google Sheets and 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, and objection handling.
• Ability to manage multiple workflows simultaneously.

Nice to Have:

• Experience with recurring revenue (RMR) models, billing workflows, or collections operations.
• Exposure to high-volume contract environments, SaaS businesses, or service-based companies.

What a Typical Day Looks Like:
Review contract trackers, prioritize outreach, contact customers via phone/email, send agreements via DocuSign, follow up on pending contracts, update Salesforce and operational records, track progress, and report daily performance metrics. The goal is to 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
• Daily outreach volume
• Contract execution speed
• Salesforce data accuracy
• AutoPay enrollment rate
• Reporting consistency

Why This Role Stands Out:
Offers high ownership, direct impact on revenue, structured workflows, opportunity for process improvement, and remote flexibility with high-performance standards.