Position Overview:
This role sits within the Software Publisher Services (SPS) line of business and is dedicated to a single, high-volume compliance program delivered on behalf of a global enterprise software publisher.
This is a platform-led program rather than a traditional audit role. Licensees complete their own compliance review through a dedicated audit platform, and the Program Associate drives that process end to end. You will own a large portfolio of engagements over the course of the year, with a large number active at any given time, and you will be accountable for getting each one started, unstuck, and closed. The work is high-cadence and relationship-driven: daily outreach, structured follow-up, clear escalation, and disciplined tracking. It is a strong fit for someone from a compliance, audit support, renewals or customer success background who is energized by volume, ownership, and consistent execution.
This is also a build role. The program is expanding, and the person who establishes the operating rhythm in the US will be positioned to add supporting staff and grow into a Manager role.
Essential Duties & Responsibilities
- Own an assigned portfolio of active compliance engagements and drive each one from initial outreach through closure against defined cycle-time and service level targets.
- Conduct daily outreach and structured follow-up with licensee contacts by email and phone, maintaining persistent and professional contact cadences on unresponsive accounts and applying defined escalation triggers.
- Onboard licensees onto the audit platform: explain the process and timeline, direct them to the platform, walk them through the required inputs, and resolve access or usability issues that stall completion.
- Serve as the day-to-day point of contact for licensee questions, objections, and concerns; handle pushback diplomatically and escalate contractual, disputed, or legal matters to the Senior Manager.
- Lead the verification call with the licensee to confirm and clarify the data submitted through the platform.
- Identify licensees unwilling or unable to use the platform and coordinate the exception path to a standard, manually executed review with the engagement team.
- Review submissions for completeness and obvious anomalies, apply the program's standardized methodology and templates, and prepare findings for Senior Manager review.
- Maintain complete and accurate account status, contact history, and next actions in Connor's engagement platform as the single system of record for the program.
- Produce recurring program reporting for the client and internal leadership, including pipeline by stage, aging, response and completion rates, and results to date.
- Monitor throughput, flag bottlenecks and recurring licensee objections, and recommend improvements to outreach templates, platform guidance, and process documentation.
- Support the onboarding and day-to-day direction of additional program staff as the program scales.
- Other duties may be assigned without notice.
- Senior Associate: Carry a larger portfolio, own the most sensitive or highest-value accounts, quality review the work of supporting staff, and act as backup program lead.
Qualifications & Requirements
- BA/BS in Business Administration, Accounting, Information Systems, or a related field; equivalent practical experience will be considered.
- 2+ years in software license compliance, contract or audit compliance support, customer success, account management, renewals, inside sales, or a comparable high-volume client-facing role.
- Exposure to software licensing concepts and contract terms. Prior license compliance or software asset management experience is preferred but not required; the ability to learn a publisher's licensing model quickly is essential.
- Demonstrated experience managing a high volume of concurrent accounts or cases without loss of accuracy or follow-through.
- Comfort working from a repeatable playbook: applying the same process consistently across hundreds of accounts while recognizing the exceptions that require escalation.
- Fluency with CRM, ticketing, or case management platforms (for example Salesforce, HubSpot, Monday.com, or Zendesk) and a track record of disciplined data hygiene.
- Proficient in the Microsoft Office Suite with solid Excel skills including lookups and pivot tables. Advanced modeling is not required.
- Excellent written communication, with the ability to maintain a consistent and professional tone across a high volume of outbound correspondence.
- Confident verbal communication and the ability to lead a call with a licensee's technical, procurement, or finance contacts.
- Professional persistence: comfortable following up repeatedly with unresponsive contacts and navigating resistance without escalating tension.
- Self-directed, organized, and reliable with minimal day-to-day supervision.
- Based in and available to work United States business hours, with occasional flexibility for licensees in other regions.
- Minimal travel expected, up to 10%.
Preferred Additional Experience
- Prior experience on a publisher-side or Big 4 software license compliance team.
- Experience supporting customers through a self-service or customer-completed data collection platform.
- Familiarity with common software deployment and usage data sources.
- Second language capability (Spanish, Portuguese, French, German, Italian, or Polish) in view of planned EMEA expansion.
Competencies and Skills
- Ownership mentality; treats the assigned portfolio as a book of business to be advanced every day
- Consistency and follow-through
- Resilience in the face of non-response, delay, and pushback
- Strong organization and prioritization across many small, simultaneous commitments
- Clear and concise communication with both technical and non-technical audiences
- Sound judgment about when to resolve an issue directly and when to escalate
- Collaborative and professional demeanor with clients, licensees, and internal teams
- Genuine interest in process improvement and in building something repeatable and scalable
Measures of Success
- First 30 days: Program mechanics and licensing model learned, platform fluency established, outreach templates in use, and the full portfolio loaded and accurate in the engagement platform.
- First 60 days: Daily outreach cadence running consistently, the first cohort of licensees onboarded to the platform and submitting data, and program reporting delivered on schedule.
- First 90 days and beyond: Consistent throughput against agreed volume and cycle-time targets, exception and escalation paths operating cleanly, and documented improvements to the program playbook.
Working Conditions
- Remote role in the US, aligned to United States time zones
- Sustained periods of computer and telephone-based work with a high volume of daily contacts
- Occasional flexibility to work varied schedules to accommodate licensees in other time zones
- Minimal travel; occasional mobility within office and client site environments
