Program Associate / Senior Associate
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Job Description
Program Associate driving high-volume software license compliance engagements for Connor Consulting’s enterprise software publisher program. Managing licensee outreach, platform onboarding, verification, reporting, and escalations.
Responsibilities:
- Own an assigned portfolio of active compliance engagements from initial outreach through closure against cycle-time and service-level targets
- Conduct daily email and phone outreach and structured follow-up with licensee contacts
- Onboard licensees onto the audit platform and resolve access or usability issues
- Serve as the day-to-day point of contact for licensee questions, objections, and concerns
- Escalate contractual, disputed, or legal matters to the Senior Manager
- Lead verification calls to confirm and clarify data submitted through the platform
- Coordinate manual-review exception paths for licensees unable or unwilling to use the platform
- Review submissions for completeness and obvious anomalies
- Apply standardized methodology and templates and prepare findings for Senior Manager review
- Maintain account status, contact history, and next actions in Connor’s engagement platform
- Produce recurring client and internal program reporting, including pipeline, aging, response and completion rates, and results
- Monitor throughput, flag bottlenecks and recurring objections, and recommend process improvements
- Support onboarding and day-to-day direction of additional program staff
- Senior Associate: carry a larger portfolio, own sensitive or high-value accounts, quality-review supporting staff work, and act as backup program lead
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
- Ability to learn a publisher’s licensing model quickly
- Experience managing a high volume of concurrent accounts or cases without loss of accuracy or follow-through
- Comfort applying a repeatable process consistently across hundreds of accounts while recognizing exceptions requiring escalation
- Fluency with CRM, ticketing, or case management platforms such as Salesforce, HubSpot, Monday.com, or Zendesk
- Track record of disciplined data hygiene
- Proficiency in Microsoft Office Suite and solid Excel skills, including lookups and pivot tables
- Excellent written communication
- Confident verbal communication and ability to lead calls with technical, procurement, or finance contacts
- Professional persistence when following up with unresponsive contacts and navigating resistance
- Self-directed, organized, and reliable with minimal day-to-day supervision
- Based in and available to work United States business hours
- Minimal travel expected, up to 10%
- Prior publisher-side or Big 4 software license compliance team experience preferred
- Experience supporting customers through a self-service or customer-completed data collection platform preferred
- Familiarity with common software deployment and usage data sources preferred
- Second-language capability in Spanish, Portuguese, French, German, Italian, or Polish preferred
Benefits:
- Equal opportunity employer committed to diversity, equality, and inclusion
- Minimal travel, up to 10%
- Remote work aligned to United States time zones
- Occasional flexibility for varied schedules to accommodate licensees in other time zones
- Opportunity to add supporting staff and grow into a Manager role as the program scales
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