OVERVIEW
The Engagement Operations Specialist supports new business, customer expansion, and retention opportunities by helping customers navigate purchasing, contracting, approval, and renewal processes. Working closely with Engagement Team members, customers, and cross-functional partners, this role coordinates activities, removes barriers, manages workflows in Salesforce, and maintains customer requirements and documentation to help opportunities progress efficiently from opportunity through completion.
The Engagement Operations Specialist also identifies process improvement opportunities and builds institutional knowledge of customer purchasing, approval, contracting, and renewal requirements to support more efficient and scalable customer engagement efforts. Occasional travel required.
RESPONSIBILITIES
- Support Engagement Team members in developing accurate customer quotes, including standard and complex scenarios, and coordinate with internal teams to resolve questions and issues.
- Build and maintain productive relationships with customer purchasing, procurement, contracting, legal, privacy, and other administrative stakeholders. Proactively communicate with customers to understand requirements, gather information, facilitate next steps, and maintain momentum throughout purchasing, approval, and agreement processes.
- Develop expertise in customer-specific purchasing and approval requirements, including vendor onboarding, legal and data privacy reviews, board approvals, purchasing timelines, renewal processes, and other requirements necessary for PLTW to conduct business. Establish appropriate timelines, milestones, and proactive plans to support on-time completion future customer needs.
- Identify and support customer purchasing pathways, including purchasing cooperatives and other mechanisms that reduce barriers and simplify the customer buying experience.
- Coordinate customer agreement processes from initiation through execution, including PLTW Terms and Conditions, customer agreements, Data Privacy Agreements, amendments, renewals, and related documentation.
- Serve as a primary liaison among customers, Engagement & Legal Team members, customer legal departments, and other stakeholders to facilitate communication, resolve issues, escalate risks, and ensure timely approvals and signatures.
- Use Salesforce as the primary system for managing sales and deal-support activities , including cases, tasks, deadlines, milestones, follow-up actions, and escalations.
- Build and maintain accurate customer information and institutional knowledge,, including purchasing requirements, approval processes, agreement status, renewal provisions, critical dates, and other information needed to support future sales, expansion, and retention efforts.
- Partner with Business Operations to facilitate customer communication and coordination related to bids, proposals, RFPs, vendor documentation, and similar requests , while Business Operations retains ownership of the bid and proposal process.
- Collaborate with Legal, Business Operations, Finance, Customer Operations, and other cross-functional teams to identify and remove operational barriers impacting new business, customer expansion, retention, and agreement execution.
- Identify recurring challenges, bottlenecks, and improvement opportunities across quoting, customer purchasing, agreements, approvals, and other deal-support processes. Recommend and support enhancements to processes, documentation, Salesforce workflows, reporting, and tools that improve efficiency and the customer experience.
- Other duties as assigned.
