Commercial Operations Specialist

Vector3, Inc., is an incident response firm supporting TMHCC Cyber and Professional Lines Group (CPLG). Vector3 specializes in responding to Business Email Compromise (BEC) and Ransomware incidents, helping insured organizations investigate, contain, and recover from cyber events.

Tokio Marine HCC (TMHCC) brings 50 years of service to the specialty insurance industry, today offering over 100 products to commercial customers in 180 countries. Organic growth and over 60 successful acquisitions have grown our 2023 Gross Written Premium (GWP) to over $7.5 Billion. Our workforce has grown to 4,300 worldwide. Our Good Company values—integrity, empowerment, and commitment to customer service—and a culture of innovation, communication, and collaboration make TMHCC a great place to work.

About the role

The Commercial Operations Specialist provides commercial and administrative support for Vector3's Managed Services business. This role coordinates the customer lifecycle from purchase commitment through executed agreement, accurate CRM documentation, onboarding handoff, renewal, and any required supplemental agreements. The Commercial Operations Specialist works closely with Technical Account Managers (TAMs), the Managing Director, business development, legal, finance, and customers. The role allows TAMs to focus on solution design, technical advisory, customer relationships, and service delivery while ensuring commercial commitments, documentation, and follow-up progress accurately and consistently.

Responsibilities

• Deal Execution & Agreement Coordination
  • Track committed opportunities from customer confirmation through executed agreement and operational handoff.
  • Prepare and route approved quotes, order forms, agreements, amendments, and related commercial documents.
  • Coordinate customer follow-up for signatures, required information, and outstanding documentation.
  • Coordinate agreement redlines with internal legal resources, maintain version control, and ensure approved language is used.
  • Document pricing, scope, commercial terms, approvals, and exceptions in the CRM and designated repositories.
  • Identify stalled transactions, clarify next actions, and escalate blockers to the appropriate owner.
• Renewal & Customer Lifecycle Operations
  • Maintain the renewal calendar and initiate renewal workflows in advance of contract expiration.
  • Coordinate with TAMs on customer health, service scope, renewal strategy, and potential expansion opportunities.
  • Prepare and route renewal documents, track approval and signature status, and maintain complete renewal records.
  • Monitor renewal risks, unresolved customer requirements, and approaching deadlines; escalate when needed.
  • Ensure executed agreements and customer details are transferred accurately into onboarding, billing, licensing, and service-delivery workflows.
• License Usage, Overages & Commercial Compliance
  • Compare contracted license quantities with available usage and deployment information.
  • Investigate usage variances with TAMs and other internal stakeholders.
  • Coordinate supplemental agreements, amendments, and true-up documentation for customer overages or service changes.
  • Maintain records of quantity changes, effective dates, approvals, and downstream billing or licensing actions.
  • Monitor completion of commercial obligations and follow up on unresolved items.
• CRM, Reporting & Process Administration
  • Maintain accurate opportunity stages, close dates, contacts, agreement status, renewal dates, contract quantities, and related CRM fields.
  • Produce reporting on committed deals, agreement status, renewal activity, overages, aging items, and commercial blockers.
  • Support pipeline, renewal, and revenue forecasting by maintaining timely and reliable commercial data.
  • Develop and maintain templates, checklists, standard operating procedures, and recurring commercial workflows.
  • Perform periodic data-quality reviews and correct or coordinate resolution of incomplete records.
• Collaboration & Cross-Functional Alignment
  • Work closely with TAMs, business development, the Managing Director, legal, finance, and customer contacts.
  • Serve as the central coordinator for commercial next steps, owners, due dates, and status updates.
  • Support a complete and timely handoff from executed sale to customer onboarding.
  • Participate in commercial process improvement, reporting automation, and service-scaling initiatives.

Competencies

• Planning
  • Develop and implement short-term and long-term plans to improve commercial operations processes.
  • Coordinate resources and cross-functional support to ensure renewals, contract workflows, and reporting activities are executed accurately and on time.
• Communication
  • Communicate team or group plans, status, and results effectively across legal, finance, sales, customer success, and service-delivery teams.
  • Prepare clear written and verbal updates that educate and inform stakeholders on contract status, renewals, usage, and commercial process requirements.
  • Write or contribute to management reports, customer-facing communications, and contractual documentation.
• Cost Management
  • Support business process improvement efforts that improve efficiency and reduce manual effort in commercial operations.
  • Assist with renewal tracking, usage-based licensing, overage management, and contract true-ups to help ensure accurate billing and commercial alignment.
  • Perform analysis to identify commercial risks, process gaps, and opportunities for cost-effective execution.
• Business Controls and Policies
  • Comply with all corporate policies and procedures.
  • Identify control objectives for assigned commercial operations processes and help implement practical controls to support accuracy, consistency, and compliance.
  • Monitor workflows and documentation to help ensure they are performed as intended and escalate issues appropriately.

Requirements

• Minimum 4-year bachelor's degree in Business Administration, Finance, or a related discipline; or equivalent professional experience.
• 2 years of experience in commercial operations, sales operations, deal desk, renewals, contract administration, customer operations, or a related function.
• Experience maintaining customer, opportunity, contract, and renewal information in a CRM platform.
• Proficiency with Microsoft 365, spreadsheets, reporting, and business-process documentation.
• Strong written and verbal communication skills with the ability to manage customer and internal follow-up professionally.
• Demonstrated ability to manage multiple deadlines, maintain accurate records, and protect confidential information.
• Experience supporting managed services, SaaS, cybersecurity, insurance, technology, or another recurring-revenue business.
• Experience with renewals, usage-based or per-user licensing, overage management, and contract true-ups.
• Experience with CRM reporting, workflow automation, electronic-signature platforms, or contract-management systems.
• Experience coordinating with legal, finance, sales, customer success, and service-delivery teams.
• Familiarity with MDR, MSSP, cybersecurity, or technical service terminology.

Benefits

• Competitive salary and employee benefit package
• Strong learning culture
• Growth perspectives
• 6% 401K match
• 20 days of PTO and 2 Floating Days
• Paid parental leave

Pay

The pay range for this position is $73,400–$110,000, which includes geographic adjustments where applicable. The range reflects the company’s good-faith belief at the time of posting and may vary based on the candidate’s geographic location, qualifications, work experience, education, and skill level.