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:
- 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
- Initial Screening Call
- Recruiter Interview
- Final Interview
- 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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