Customer Operations Specialist at Fortra

Canada

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

CybersecurityIndustries

Requirements

Minimum two years customer service experience or equivalent education and experience
Basic skills in Microsoft Office products, including Outlook, Word, PowerPoint, and Excel
Ability to calculate pricing, including margins, discounts, and increases

Responsibilities

Manage the renewal process, from quoting, internal approvals, through to ensuring the order is processed adhering to Customer Operations SLA’s
Ensure all Renewal and Sales activities are within the approval guidelines to protect and drive a positive increase to ARR
Proactively provide customers with a renewal proposal 90 days prior to renewal date
Communicate changes in ARR against planned renewal bookings & losses
Negotiate special pricing and validate at point of order
Maintain accurate customer data in CRM systems
Provide service to customers via telephone and email regarding licensing, renewal, billing, or sales inquiries. Partner with cross-functional teams to provide seamless customer support (Sales, Customer Success/Client Advocate, Support)
Manage attrition for assigned customers by handling any requests to cancel renewal contracts. Coordinate with necessary departments to identify opportunities to save the renewal, help drive retention and resolve customer issues
Maintain accurate health/risk status for assigned customers by routinely reviewing key indicators, such as support requests, implementation status, and usage
Assist Accounts Receivable on aging invoices by attending to unresponsive customers, invoice revisions, and customer requests relating to payment
Contact customers at various points during their renewal term to identify opportunities for upsell and ensure overall customer satisfaction
Reach out to new customers to ensure successful onboarding
Assist with Export license requests when necessary
Create and manage customer license keys or provisioning across various licensing systems with high level of accuracy. Adhere to order specifications and company policies when creating keys or provisioning
Review submitted Sales orders to ensure that all necessary internal approvals, customer approval, documentation, and any additional requirements by product brand have been provided
Confirm submitted sales orders for accurate shipping and billing details, pricing, products, special terms, and service dates prior to invoicing. Ensure required approvals and documentation are provided
Invoice new sales, renewal, and/or upgrade orders in the appropriate CRM system within a designated turnaround time
Provide keys when required by Support or upon payment of new sales and/or renewals
Remain knowledgeable and up to date on product licensing, sales policies, and procedures
Assist Sales Managers with basic software, services, or subscription quote creation
Perform additional duties and projects as assigned by management

Skills

Renewal Management

Negotiation

CRM

Customer Retention

Billing

Order Fulfillment

Customer Support

Communication

ARR Management

Cross-Functional Collaboration

Fortra

Cybersecurity solutions for businesses and enterprises

About Fortra

Fortra provides cybersecurity solutions aimed at protecting businesses from evolving cyber threats. Their products include threat detection and response, data protection, network security, and automation tools, all designed to work together seamlessly. Fortra differentiates itself from competitors by focusing on customer success and offering integrated and scalable solutions that can adapt to the needs of both small and large organizations. The company's goal is to simplify cybersecurity for its clients, ensuring they can operate securely and efficiently in a complex digital landscape.

Eden Prairie, MinnesotaHeadquarters

1991Year Founded

GROWTH_EQUITY_VCCompany Stage

CybersecurityIndustries

1,001-5,000Employees

Benefits

Flexible Work Hours

Risks

Increased competition from market leaders may impact Fortra's market share and pricing.

Potential class action suit from ransomware attack could harm Fortra's reputation and finances.

Dependency on third-party distributors may affect direct customer relationships and profit margins.

Differentiation

Fortra offers integrated and scalable cybersecurity solutions for diverse business needs.

The company focuses on customer-centric approaches to enhance cybersecurity posture and automation.

Fortra's XDR solution provides comprehensive security across identity, network, cloud, and endpoints.

Upsides

Growing demand for XDR solutions boosts Fortra's market potential and client base.

Strategic partnerships in North America and EMEA expand Fortra's reach and service offerings.

Recognition as a market leader in security awareness training enhances brand reputation.

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