The Role:
11:11 is seeking a Contract Specialist, Cloud Integrations to support the planning, provisioning, migration, and ongoing operation of customer services in 11:11’s global cloud infrastructure. This role prepares and manages customer-facing contract and order documentation, coordinates required approvals, and ensures accurate handoffs across Cloud Integrations, Sales, Delivery, Legal, Finance, and other stakeholders. The specialist contributes to a positive customer experience and efficient service delivery by maintaining accurate records, resolving quoting and process issues, supporting migration-related requests, and keeping work moving under strict deadlines; success requires attention to detail, organization, proactivity, and clear communication with internal and external partners. This is a full-time remote role, based in the United States reporting to the Director, Service Operations.
Responsibilities:
- Prepare customer contracts, order documentation, and related paperwork for Cloud Integrations services and migrations while supporting the internal approval process.
- Manage and process a high volume of transactions; validate scope, pricing, terms, service details, and customer requirements for accuracy and completeness.
- Maintain accurate contract, order, customer, and migration records in Salesforce, ticketing systems, knowledge bases, and other operational tracking tools.
- Coordinate with Cloud Integrations engineers, Project Managers, Service Operations, Sales and Account Executives, Legal, Finance/Billing, Products, customers, and vendors to assemble documentation and support clean migration and service handoffs.
- Identify, triage, document, and help resolve quoting, system, and process issues; escalate matters to the appropriate internal or vendor resource and track them through resolution.
- Obtain required approvals, send contract documentation for signature through DocuSign, and notify relevant departments of executed contracts, amendments, terminations, NDAs, novations, and other changes as applicable.
- Partner with Sales to ensure opportunity values are populated at all stages of the sales cycle with minimal variance, including generating reports to support timely and accurate processing.
- Validate opportunity and revenue data, support reconciliation and cleanup activities, assist with invoice or credit requests, and verify, close, and set deployment dates on Salesforce opportunities.
- Support Cloud Integrations workflows by tracking customer commitments, migration milestones, escalations, risks, and deliverables while providing timely status updates to stakeholders.
- Work supportively with colleagues, operating in a manner that is consistent with 11:11's Code of Business Ethics and Company Values.
- Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies.
- Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
- Additional duties as assigned.
Qualifications:
- Bachelor's or University degree in business, operations, technology, or a related field of study, or equivalent years of related work experience required.
- 3+ years of experience in contract administration, sales operations, service operations, or a related customer- or transaction-support role.
- Demonstrated understanding of quote-to-order and contract-processing workflows, including complex multi-service or multi-client transactions (Required).
- Experience with CRM, ticketing, or operational systems (Required); Salesforce and ServiceNow or similar platforms (Preferred).
- Working knowledge of cloud infrastructure, managed services, customer migrations, or related technical service environments, plus proficiency with Microsoft Office products (Required); familiarity with BaaS, IaaS, DRaaS, virtualization, connectivity services, and DocuSign (Preferred).
- ITIL Foundation or a similar service-management certification (Preferred).
- Demonstrated customer-first mindset when working with internal and external partners.
- Ownership, accountability, and follow-through in managing transactions, issues, and commitments.
- Clear verbal and written communication, including the ability to explain process or technical information to non-technical audiences.
- Detail-oriented, organized, proactive, and able to manage competing priorities under strict deadlines.
- Must be legally eligible to work in the United States without visa sponsorship.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
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