Program Associate / Senior Associate

This is a fully remote position, open to applicants in California.

📋 Description

• Manage a designated portfolio of active compliance engagements from initial outreach through to closure, ensuring adherence to cycle-time and service-level objectives.

• Perform daily outreach via email and phone, along with structured follow-ups with licensee contacts.

• Facilitate the onboarding of licensees onto the audit platform and troubleshoot any access or usability issues.

• Act as the primary day-to-day contact for licensee inquiries, objections, and concerns.

• Elevate contractual, disputed, or legal issues to the Senior Manager when necessary.

• Conduct verification calls to validate and clarify data submitted through the platform.

• Coordinate manual review processes for licensees who are unable or unwilling to utilize the platform.

• Evaluate submissions for completeness and identify any obvious anomalies.

• Utilize standardized methodologies and templates to prepare findings for review by the Senior Manager.

• Keep track of account status, contact history, and upcoming actions in Connor’s engagement platform.

• Generate regular client and internal program reports, which include pipeline, aging, response and completion rates, and results.

• Monitor throughput, identify bottlenecks and recurring objections, and suggest process enhancements.

• Assist with the onboarding and daily management of additional program staff.

• As a Senior Associate, oversee a larger portfolio, manage sensitive or high-value accounts, conduct quality reviews of supporting staff work, and serve as a backup program lead.

⛳️ Requirements

• BA/BS in Business Administration, Accounting, Information Systems, or a related field; equivalent practical experience will be taken into account.

• A minimum of 2 years in software license compliance, contract or audit compliance support, customer success, account management, renewals, inside sales, or a similar high-volume client-facing role.

• Familiarity with software licensing concepts and contract terms.

• Quick learning ability regarding a publisher’s licensing model.

• Experience managing a large number of concurrent accounts or cases while maintaining accuracy and follow-through.

• Proficiency in applying a repeatable process consistently across numerous accounts while recognizing exceptions that require escalation.

• Comfort with CRM, ticketing, or case management systems such as Salesforce, HubSpot, Monday.com, or Zendesk.

• Proven track record of maintaining disciplined data hygiene.

• Proficient in Microsoft Office Suite with strong Excel skills, including lookups and pivot tables.

• Exceptional written communication skills.

• Strong verbal communication abilities and the capability to lead discussions with technical, procurement, or finance contacts.

• Professional persistence in following up with unresponsive contacts and managing resistance.

• Self-motivated, organized, and dependable with minimal daily supervision required.

• Must be based in and available to work during United States business hours.

• Some travel may be required, up to 10%.

• Previous experience on the publisher side or with a Big 4 software license compliance team is preferred.

• Experience in assisting customers through a self-service or customer-completed data collection platform is preferred.

• Familiarity with common software deployment and usage data sources is preferred.

• Proficiency in a second language such as Spanish, Portuguese, French, German, Italian, or Polish is preferred.

🏝️ Benefits

• Equal opportunity employer dedicated to diversity, equality, and inclusion.

• Minimal travel required, up to 10%.

• Remote work aligned with United States time zones.

• Occasional flexibility for varied schedules to accommodate licensees in different time zones.

• Opportunity to expand the team and transition into a Manager role as the program scales.