Client Operations Specialist

Harbor is seeking a detail-oriented, client-focused and proactive Client Operations Specialist to join our team to support our business development specialists in our North American Corporate end-market. This role is pivotal in ensuring smooth revenue operations and effective communication across various departments and clients. The ideal candidate will have strong organizational skills, a keen eye for detail, the ability to manage multiple tasks efficiently, and a commitment to delivering excellent client service.  This is a full-time, hybrid role working from our Moncton, NB office.

What you'll do:

• 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.

We think you'll be a great fit if you have:

• 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.