Customer Success Operations Partner

Job Summary

Join Us as a Customer Success Operations Partner!

Are you ready to make a significant impact in an innovative environment At ORBCOMM, were looking for a detail-oriented and customer-focused Customer Success Operations Partner who thrives in a fast-paced, cross-functional environment. If youre passionate about improving operational efficiency, eliminating customer friction, and driving operational excellence across the post-sale customer lifecycle, wed love to hear from you.

This role is based out of our Hyderabad office. We operate in an onsite work environment.

Responsibilities

Operational Ownership

• Serve as the primary operational point of contact for assigned strategic customers.
• Act as the operational escalation owner for billing, RMA, order management, and support-related issues.
• Own transactional workflows end-to-end, enabling Customer Success Managers to focus on customer outcomes and relationship management.

Service Contract Billing Operations

• Manage customer service contract lifecycle activities, including onboarding, offboarding, transfers, suspensions, and RMA-related contract updates.
• Coordinate billing activities, including invoice reconciliation, billing dispute resolution, custom billing requests, usage reporting, and payment issue coordination with Finance and Collections.
• Drive operational improvements that reduce open Accounts Receivable (AR), minimize invoice disputes, and accelerate customer payment cycles.

Device Service Billing Reconciliation

• Reconcile customer device inventories to ensureaccurateservice billing.

• Investigate and resolve billing discrepancies, including:

• Activated devices not billed

• Inactive or removed devices continuing to bill

• Shipped but uninstalled or inactive devices

• OEM-to-end-customer shipment visibility and billing alignment

• Manage device lifecycle movements across customer accounts and sub-accounts.

• Ensure service activation and termination dates accurately flow into billing systems.

• Monitor contract expirations and communicate renewal opportunities to commercial teams.

• Serve as Finances primary operational contact for service billing issue resolution.

Standardized Service Offerings

• Develop andmaintainstandardized service offerings for VIACHAINcustomers.
• Ensure service offerings are scalable, repeatable, and support the complete billing lifecycle.
• Review and approve exceptions to standardized offerings.
• Convert one-time customer contract deviations into repeatable operational processes whereappropriate.

Customer Success Customer Delivery Partnership

• Partner closely with Customer Success Managers and Customer Delivery teams throughout the customer lifecycle.
• Support order management activities, including order entry, opportunity progression, shipment coordination, release management, credit holds, and partial shipments.
• Track customer orders from purchase order through shipment, activation, and service billing.
• Coordinate RMAs with Support and Logistics while communicating status updates and timelines.
• Manage NRU tracking and resolution activities with Support teams.
• Convert NRUs into revenue-generating units while providing trend reporting and operational insights to Customer Success leadership.

Who You Are

You're an operational problem solver who enjoys working across multiple business functions to improve processes, resolve complex customer issues, and create exceptional customer experiences. You thrive in environments requiring strong ownership, attention to detail, and cross-functional collaboration.

Requirements

• 2-5 years of experience in Customer Success Operations, Billing Operations, Order Management, Revenue Operations, or a related operational role.
• Strong cross-functional experience partnering with Finance, Order Management, Logistics, Customer Success, and Technical Support teams.
• Advanced analytical and reconciliation skills withproficiencyin Microsoft Excel and reporting tools.
• Experience working with CRM and billing platforms; Salesforce experience preferred.
• Strong organizational skills with the ability to manage complex, end-to-end operational workflows.
• Excellent problem-solving, communication, and stakeholder management skills.
• Ability to prioritize multiple activities whilemaintaininga high degree of accuracy and customer focus.
• Leverage AI-enabled tools and automation to support daily tasks and productivity.

Skills

• Microsoft Excel
• reporting tools
• Salesforce
• CRM platforms
• billing platforms
• analytical and reconciliation skills
• cross-functional collaboration
• stakeholder management
• AI-enabled tools and automation

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