The role of the Customer Operations Specialist is to ensure that the Customer Fulfillment Process, from order entry to collections, is executed in a timely manner with 100% quality, providing the highest level of customer care and service standards, timely and accurate coordination and delivery of software licenses, billing, and superior software support contract administration. This is a full time, permanent role based in our Boston, MA office.
Job Responsibilities:
Product Knowledge
- Responsible for understanding our product and license policies and our pricing.
- Provide assistance to Sales in providing the accurate product and pricing information in customer quotes
- Working closely with Manager to create, maintain, implement and test changes to the internal processing system
Contract Management
- Ensure corporate revenue recognition guidelines are maintained for all orders.
- Review all contracts for completeness, review terms and ensure appropriate approvals for all special pricing/discounts.
- Ensure all agreements are scanned into our internal system.
- Ensure the complete implementation and maintenance of all customer contracts.
- Track contract renewal dates and notify sales of need for renewal.
Order Entry / Distribution
- Process all orders received (new/existing licenses, support, training/consulting, other) in an expeditious manner.
- Ensure accuracy of information input into our internal system and adherence to order entry processes and procedures.
- Monitor data coming out of order processing system and certain of its accuracy.
- Inform the Manager of Customer Operations of any event that may affect customer delivery requirements.
- Ensure the efficient distribution of products, while ensuring that credit limits and credit holds (established by Finance) are enforced and billing is up to date.
- Communicate backlog on a timely basis.
- Post all credits in our invoicing application.
- Assist Sales department in price quotes and customer interaction as required.
Support
- Assumes responsibility for issuing invoices to customers for support fees on an accurate and timely basis.
- Responsible for monthly support printing and mailing.
- Monitor SW support records; maintain renewal process for expiration of POs, contact customer for renewal certification, issue quotes to customers indicating annual discounted prices and monthly prices.
Invoicing
- Invoice customers for all incoming orders.
- Provide customer support for all invoice issues
- Front line customer service.
Customer Support
- On an on-going basis, communicate with assigned customers to ensure needs are being met.
- Ensure all customer master records are accurate and up to date including billing and installed at address, contact names and phone numbers.
- Represent the Company on issues related to customer support operations, serve as primary contact and customer liaison for assigned accounts and resolve all customer issues, problems, inquiries and requests in a timely, accurate and professional manner.
Experience & Qualifications:
Essential
- Excellent attention to detail and quality.
- Experience with customized financial systems.
- Outstanding communication and interpersonal skills with a demonstration of exceptional customer service skills.
- Strong analytical, problem-solving, decision-making, and project management skills preferred.
- Quantitative, invoicing, reporting, and billing skills.
- Strong written and verbal communication skills.
- Intermediate skill level with Excel or better.
- Bachelor's degree
Desirable
- 3+ years related experience preferred.
We are an equal-opportunity employer and do not discriminate because of race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.
InterSystems is providing a current good faith estimate of the anticipated base salary range for this position depending on a variety of factors including experience, education, skills, and performance.
Other compensation may include a discretionary annual variable target incentive.
The company also provides generous employee benefits including:
- Medical, vision, and dental insurance
- Short-term and long-term disability, and life insurance
- 401(k) Profit Sharing Contribution
- Paid Time Off and Holidays
- Parental Leave
- Tuition reimbursement
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
Skills Required
- Excellent attention to detail and quality.
- Experience with customized financial systems.
- Outstanding communication and interpersonal skills with exceptional customer service.
- Quantitative, invoicing, reporting, and billing skills.
- Strong written and verbal communication skills.
- Intermediate skill level with Excel or better.
- Bachelor's degree.
- Strong analytical, problem-solving, decision-making, and project management skills.
- 3+ years related experience.
What the Team is Saying
What We Do
InterSystems builds the software that makes complex systems work—reliably, securely, and at scale. For more than 45 years, we’ve been the information engine behind some of the world’s most mission-critical applications in healthcare, government, and business. Our data management, integration, and analytics technologies help organizations connect disparate systems, turn data into insight, and deliver better outcomes. From enabling interoperable healthcare and advancing clinical care, to powering national infrastructure and large-scale enterprise systems, our technology is used every day by millions of people in more than 80 countries. What sets InterSystems apart is not just what we build, but how we build it. We focus on long-term innovation, deep engineering excellence, and solving hard problems that truly matter. Our teams work closely with customers to tackle real-world challenges—often behind the scenes, but always at the heart of what keeps essential systems running. If you’re motivated by meaningful work, technical depth, and the opportunity to have a global impact, you’ll find it here.
Why Work With Us
Because we are a profitable, privately-held software company, we place our clients first in everything we do. You’ll work on meaningful, complex problems alongside deeply curious experts in a culture that values learning, ownership, and long-term growth—without the pressure of quarterly Wall Street demands.
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InterSystems Teams
InterSystems Offices
OnSite Workspace
InterSystems prioritizes in-person collaboration with majority on-site presence and some work from home flexibility that varies by region and office location.
