The Opportunity The Product Business Operations role is part of the Products team and is responsible for the day-to-day commercial operations of NTS's software business. This person owns the processes that carry a customer from final deal coordination through license fulfillment, ongoing engagement, and renewal. Working with sales representatives, Customer Success, Product, Contracts, and Finance, the role keeps customer records accurate, transactions moving, forecasts current, and follow-up actions complete. Sales representatives retain responsibility for outside sales, new-business prospecting, account strategy, and commercial negotiations.
Key Responsibilities (Principal Duties and Accountabilities *Essential Functions)
Deal Completion and Post Award Coordination
- Support representatives in completing quotes, approvals, order forms, purchase orders, and customer documentation needed to close and process software deals.
- Validate products, quantities, pricing, license terms, support coverage, and delivery requirements against approved orders; resolve discrepancies with Sales, Contracts, and Finance.
- Own the post-award handoff and action tracker through fulfillment, customer receipt, and billing readiness; escalate delays and missing information.
License Fulfillment and Entitlement Management
- Coordinate license issuance, delivery, activation instructions, and receipt confirmation; route technical activation or deployment issues to the appropriate team.
- Maintain accurate records of licensed products, quantities, customer entities, license terms, expiration dates, and maintenance or support entitlements.
- Process approved renewals, expansions, transfers, and license changes; track trial and evaluation expirations with the account representative.
CRM and Forecast Management
- Own CRM data quality across accounts, subaccounts, contacts, opportunities, orders, and renewals; reconcile records with license and transaction information.
- Run a regular forecast review with representatives to validate opportunity values, stages, close dates, procurement status, next steps, and accountable owners.
- Scrub stale opportunities, duplicate records, missing fields, and unsupported close dates; obtain representative updates and flag changes or risks for leadership.
Customer Outreach and Sales Coordination
- Conduct welcome, fulfillment, administrative, and follow-up outreach; maintain current end-user, purchasing, and reseller contacts and track requests to completion.
- Work with representatives to prioritize accounts needing outreach, quote follow-up, procurement assistance, or re-engagement; agree on owners and next actions.
- Coordinate onboarding and customer communications with Customer Success; surface adoption concerns, customer feedback, and expansion opportunities to the appropriate owner.
Renewals and Retention
- Own the renewal calendar and begin outreach early enough to accommodate customer budgeting and procurement timelines; keep representatives informed of upcoming expirations.
- Drive renewal quotes, reminders, approvals, purchase documentation, and fulfillment through completion; coordinate pricing or scope changes with the account representative.
- Identify potential lapses, reductions, or nonrenewals; coordinate recovery actions and record renewal outcomes and reasons for lost or reduced business.
Software Business Operations and Reporting
- Provide fulfillment records for invoicing and work with Finance and representatives to resolve order, billing, and payment-status issues.
- Maintain actionable reports on bookings, recurring revenue, renewals, fulfillment, forecast changes, and outstanding customer actions using definitions and records agreed with Finance.
- Maintain approved product and SKU information, templates, and operating procedures; improve handoffs and routine workflows to reduce errors and manual effort.
Supervisory Responsibilities Individual contributor with no direct reports. Manages business processes and coordinates work across teams; operates within established pricing, contracting, and financial approval policies.
Requirements
- Strong written and spoken English; professional customer communication; ability to handle sensitive customer and commercial information with discretion.
- Ability to obtain a U.S. security clearance up to the Secret level.
Education
- Bachelor’s degree in Business, Operations, Information Systems, or a related field preferred; equivalent relevant experience will be considered.
Required Skills, Experience & Abilities
- Minimum 4 years of experience in software business operations, sales operations, revenue operations, renewals, customer operations, or a related role.
- Hands-on CRM experience, including account and opportunity maintenance, data cleanup, reporting, and forecast coordination.
- Experience with software orders, licensing, subscriptions or maintenance renewals, and customer fulfillment processes.
- Strong spreadsheet skills and ability to reconcile customer, order, license, and forecast data accurately.
- Ability to manage competing deadlines, follow up persistently, resolve operational issues, and drive actions to completion across teams.
- Sound judgment, attention to detail, and ability to communicate clearly with customers, representatives, and business leaders.
Preferred Qualifications
- Experience supporting government or defense customers, contract awards, purchase orders, resellers, and extended procurement cycles.
- Familiarity with both subscription and perpetual software licensing, support renewals, retention reporting, and recurring revenue metrics.
- Experience improving CRM workflows, documenting operating procedures, or automating routine business tasks.
Physical Demands & Work Environment The physical demands and work environment described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Prolonged periods of desk and computer work; participation in virtual and in-person meetings.
- Travel requirements will depend on the final work arrangement.
- Frequent coordination with customers, sales representatives, and internal teams in a deadline-driven software business. Workload varies with contract awards, renewals, and period-end reporting.