Associate Customer Operations Specialist

• Managing the Renewals Team, RenewalSales, and personal inboxes answering questions and forwarding incoming requests to the appropriate renewal sales representatives
• Identify customer issues and direct them to the correct department - eg, sales, support, customer service, etc.
• Understand the SolarWinds Renewal value, process, timelines and explain this to both customers and partners
• Work with external partners on renewals-related issues
• Overcome customer challenges and objections regarding their renewal completion
• Ensuring all orders received are correct and sent to our finance team for processing
• Resolve any issues relating to renewal orders
• Represent Solarwinds in a professional manner as the potential first line of interaction for customers and partners
• Execute co-term and merge requests.
• Accepts incoming calls related to customer renewals
• Must be available for shifting schedules. May include weekends and holidays.
• Hybrid setup: 3 days in the office (Tuesday, Wednesday, and Thursday)

What We're Looking For

• Experience managing customer renewals or subscription-based products/services.
• Strong attention to detail and ability to manage high-volume inboxes.
• Strong communication skills-both written and verbal.
• Excellent problem-solving and negotiation abilities.
• Excellent written communication skills - clear, professional, and customer-centric email tone.
• Ability to manage multiple priorities and maintain attention to detail.
• Experience with CRM tools- Salesforce, Outreach, NetSuite is a plus.
• Previous experience in subscription sales, renewals, or retention environment is a plus.
• Team-oriented with a willingness to collaborate across departments (sales, accounting, and customer success).
• Commitment to providing exceptional customer experience while meeting team and individual performance goals.