Temporary Customer Entitlement Specialist
JOB DESCRIPTION
Customer Entitlement Specialist
OVERVIEW
The Customer Entitlement Specialist will be responsible for creating and building customer profiles in a database in order to provide a 360 degree view of the customer account. He/she is responsible for consolidating and maintaining licensing, financial, sales, support and maintenance renewal data for the account. This role is critical in ensuring that Actuate has complete and accurate information on all new and existing customer accounts. The Customer Entitlement Specialist interacts with various internal departments as well as with customers.
This role reports to the Customer Support Manager based in San Mateo, California.
MAIN RESPONSIBILITIES
- Interface with customers by phone and email in order to create customers profiles.
- Update and maintain entitlement database.
- Create, review, and implement compliance policies and procedures.
- Understand Actuate’s licensing process/procedure and issue license keys to customers, partners and resellers.
- Review customer contracts to verify entitlement to products and services.
- Coordinate with international entitlement team members to update customer profiles and coordinate the processing of license key requests.
- Based on accurate data collection, provide feedback and reports to the compliance team on customers that are non-compliant as well as identifying leads/opportunities for sales and professional services.
- Prepare documents for compliance audits.
- Assist in the attainment of department and company goals such as building complete and accurate customer entitlement profiles, assuring that customers receive appropriate license keys based on their entitlement, and identifying leads for sales or compliance teams.
- Assist with other projects.
REQUIREMENTS
The ideal candidate has had exposure to the IT industry and is looking to work in a fast-paced, international environment.
- Business education with at least 1 year work experience in a customer service related role
- Must be proficient in written and spoken English; French and/or German a plus
- Strong computer skills, including advanced knowledge of MS Word, Excel and PowerPoint
- Very good written, oral and interpersonal communication skills
- A proven ability to interface with customers
- Highly organised, efficient and extremely detail-oriented
- Ability to multi-task, self-motivated and able to work under minimal supervision
- Must be dependable and respond accurately in a timely manner
EOE/AA M/F/D/V Employer
SFDC
