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.
About Us:
Harbor is the preeminent provider of expert services across strategy, legal technology, operations, and intelligence. Our globally integrated team of 800+ strategists, technologists, and specialists navigate alongside our clients – leading law firms, corporations, and their law departments – to provide essential resources and invaluable insights. Anchored in a rich heritage of deep knowledge, steadfast relationships, and mutual respect, our unwavering dedication lies in shaping the future of the legal industry and fostering enduring partnerships within our community and ecosystem.Harbor is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, marital status, civil union status, national origin, ancestry, age, parental status, disabled status, veteran status, or any other legally protected classification, in accordance with applicable law.
