Client Operations Specialist

Summary

Join Harbor's team as a Client Operations Specialist supporting business development specialists in the North American Corporate market. This remote, full-time position (EST or CST preferred) is crucial for smooth revenue operations and client communication. You will assist with internal processes, Salesforce data accuracy, paperwork production, and client communication. The ideal candidate possesses strong organizational skills, attention to detail, multitasking abilities, and excellent client service commitment. This role involves managing various tasks, from generating sales paperwork to coordinating handoffs between teams and ensuring compliance with commercial standards. Success requires collaboration with cross-functional teams and a proactive approach to problem-solving.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field
• 2-5 years’ experience in Sales, Sales Operations, or similar role
• Proficiency in Salesforce or other CRM systems
• Strong organizational and multitasking skills
• Excellent communication and interpersonal skills
• Ability to work collaboratively with cross-functional teams

Responsibilities

• Support for Client Engagement (CE): Assist CE Territory Leads with internal processes for opportunities in their assigned territories, focused on Salesforce data accuracy, timely and accurate paperwork production
• Hold Weekly 1:1s with assigned CE Territory Leads to help maintain accurate pipeline and forecast data
• Support for Solution Leads (SLs): Provide assistance to Solution Leads where they are directly engaged in advancing opportunities – including Salesforce maintenance, client communications and coordination
• Process and generate SOWs/change request paperwork for the assigned opportunities and manage through to signature
• Ensure opportunities reflect correct key data for accurate forecasting and provide updates on CE pipeline calls
• Generate and Process Order / Sales Paperwork: Generate and manage sales paperwork – including statements of work (SOWs) and change requests
• Ensure timely processing and accuracy of documents
• Manage documents through internal approval and client reviews
• Route documents for signature and monitor / chase
• Provide support on securing timely responses to complete infosec / onboarding questionnaires – including monitoring to ensure these complex responses are not stalled or delayed
• Opportunity Closure: Process completed and signed orders in Salesforce
• Coordinate handoff to Finance and Delivery teams
• Renewal Management: Monitor and manage renewals processing for applicable solution lines, including sending notifications, monitoring, communications with clients
• Provide support on high touch renewals – to either the Delivery lead and / or CE lead for the account - to ensure smooth renewal cycles and internal processing
• Process new reseller opportunities and renewals including liaison with Finance and Reseller teams to confirm licensing and values
• Compliance & Commercial Standards Enforcement: Maintain and enforce Harbor commercial standards and ensure compliance during commercial negotiations
• Collaborate with the Harbor Legal team on contracts review and execution – including Non-Disclosure Agreements (NDAs) and Master Service Agreements (MSAs), etc
• Pipeline Management: Attend pipeline calls for applicable solution lines to maintain awareness of deal flow and priorities
• Track follow-ups for assigned teams and carry out action items for CRM maintenance and pipeline health
• Proposal and RFP Support: Collaborate with opportunity bid teams – including CE Territory Leads and Solution Leads and Partners - on proposal creation and responses to Requests for Proposals (RFPs)
• Project Support: Participate in and complete Client Operations team projects as needed