About the job
Job Title: Customer Operations Specialist
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
Join our dynamic team at pavago as a detail-oriented and results-driven Customer Operations Specialist. In this pivotal role, you will take complete ownership of contract lifecycle management for a diverse customer portfolio.
Your primary responsibility is to ensure that all customer agreements are accurate, executed correctly, thoroughly documented, and aligned with our billing and recurring revenue processes. You will serve as the internal steward of contract data, proactively driving contract completion, maintaining system accuracy, and minimizing operational and financial risks.
This is an active role that demands a high degree of ownership, consistent outreach, meticulous attention to detail, and the capability to manage contract execution on a large scale.
Your Responsibilities
Contract Ownership & Data Accuracy
- Oversee and manage all customer contracts within our portfolio.
- Ensure a reliable source of truth for contract status, terms, and coverage.
- Guarantee that all contract records are accurate, comprehensive, and current.
- Organize and maintain well-structured contract storage systems (e.g., Google Drive).
Contract Tracking & System Management
- Continuously update the master contract tracking sheet.
- Monitor contract terms (e.g., duration, renewal dates, special conditions).
- Maintain accurate records by purging inactive accounts.
- Prepare and structure contract data for CRM (Salesforce) accuracy.
Contract Outreach & Execution
- Identify customers lacking valid contracts and prioritize outreach efforts.
- Engage in daily outreach via phone and email to drive contract completion.
- Effectively communicate contract terms, pricing structures, and overall value.
- Utilize DocuSign to send agreements and monitor them through to completion.
- Conduct consistent follow-ups to ensure contract closure.
CRM & Revenue Alignment (Salesforce)
- Update contract-related data and RMR (Recurring Monthly Revenue) in Salesforce.
- Document all updates, activities, and changes in the system for auditing purposes.
- Leverage contract interactions to validate and enhance customer data accuracy.
DocuSign & Agreement Management
- Create, send, and manage agreements for new services and account updates.
- Ensure all documents are properly executed and securely stored.
- Handle account transfers while ensuring compliance and proper documentation.
AutoPay & Compliance Tracking
- Facilitate AutoPay enrollment for all applicable contracts.
- Document exceptions and apply necessary adjustments as needed.

