Job Title: Licensing Operations & Financial Resolution Specialist

Location: Pune, India

Permanent - Full time

About Us

Cyncly is a global technology powerhouse with 2,400 employees and 70,000 customers across 100 countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisition s, backed by leading growth private equity firms specializing in technology.

About the role

The Licensing Operations, & Financial Resolution Specialist is responsible for ensuring customers receive the products, services, licences, support rights, and benefits they have purchased accurately, efficiently, and with minimal effort. The role also acts as the steward of customer, billing, licensing, entitlement, and operational data, ensuring information remains accurate, consistent, secure, and aligned across all business systems.

Working closely with Sales, Finance, Operations, Technical Support, IT, and Business Intelligence teams, this role provides end-to-end ownership of entitlement, billing, and data-related activities, ensuring a high-quality customer experience while maintaining strong governance, compliance, and operational controls.

Key Position Responsibilities Include:

Entitlement Management

Provision and activate customer licenses, subscriptions, products, services, and support entitlements accurately and within agreed service levels.
Manage license upgrades, downgrades, renewals, transfers, and reassignments.
Monitor license allocations, consumption, and utilization to identify optimization opportunities.
Conduct entitlement audits and reconciliations to ensure customers have access to all purchased products and services.
Investigate and resolve entitlement discrepancies and access issues.
Prevent service interruptions resulting from entitlement or licensing errors.
Interpret contractual entitlement rights and validate product, support, and service eligibility.
Ensure alignment between customer agreements, orders, invoices, and entitlement systems.
Support the administration of complex licensing arrangements and enterprise agreements.

Billing & Contract Support

Provide end-to-end ownership of customer billing enquiries.
Investigate disputed charges, invoice discrepancies, and pricing concerns.
Explain invoices, credits, taxes, and billing adjustments to customers.
Raise and approve credit note requests in accordance with delegated authority.
Validate contract pricing, billing arrangements, and entitlement information.
Process invoice, statement, and contract copy requests.
Manage billing amendments including changes to billing frequency, currency, and corrective contract adjustments.
Ensure invoices accurately reflect contractual terms and customer agreements.

Data Integrity & Master Data Management

Maintain the accuracy, completeness, consistency, and integrity of customer, billing, licensing, entitlement, and operational data.
Manage customer, account, product, and partner master data across business systems.
Maintain a single source of truth across CRM, ERP, billing, licensing, and support platforms.
Identify, investigate, and resolve duplicate, incomplete, or inaccurate records.
Validate data against contractual agreements and source systems.
Coordinate data updates across multiple systems and stakeholders.
Apply data stewardship and governance standards to ensure ongoing data quality.

Data Reconciliation & Governance

Reconcile data across customer, billing, licensing, entitlement, and operational systems.
Investigate data mismatches and perform root-cause analysis.
Implement corrective and preventative actions to reduce recurring issues.
Maintain audit trails and data lineage records.
Ensure compliance with internal policies, governance standards, and regulatory requirements.
Support internal and external audit activities.

Customer Data Change Management

Process organizational changes including mergers, acquisitions, restructures, and legal entity updates.
Manage account hierarchy changes and customer account restructuring.
Assess and validate impacts on billing, licensing, entitlement, and support systems.
Ensure seamless execution of customer data and organizational changes.

Issue Resolution & Escalation Management

Take ownership of critical entitlement, billing, and data-related issues.
Provide priority management of customer-impacting incidents and requests.
Coordinate resolution activities across Finance, Sales, Operations, Support, and IT teams.
Manage escalations and provide timely communication on progress and outcomes.
Deliver permanent solutions that prevent recurrence of issues.

Required Experience:

Minimum 1 year of experience in software licensing, entitlement management, or customer operations.
Understanding of subscription, contract, and billing processes.
Experience working with CRM focus on Sales Force, ERP, licensing, billing focus on NetSuite, or support systems on Zendesk.
Strong analytical, reconciliation, and problem-solving skills.
Excellent stakeholder management and communication skills.
Ability to interpret contracts, commercial agreements, and entitlement rights.
High attention to detail with a focus on accuracy and customer outcomes.

Desired Skills:

Experience supporting enterprise or strategic customers.
Knowledge of software asset management (SAM) and licensing compliance.
Experience with data governance, master data management, or business intelligence reporting.
Understanding of SaaS and subscription-based business models.

Core Competencies:

Proactive Management

Monitor upcoming license and service expirations.
Identify entitlement, billing, and data risks before they impact customers.
Conduct regular entitlement and data health reviews.
Support proactive renewal and compliance activities.

Accuracy

Ensure entitlement assignments are completed correctly first time.
Maintain high levels of data integrity across all systems.
Adhere to strong governance, validation, and quality control processes.
Maintain full traceability of entitlement and data changes.

Responsiveness

Deliver timely responses to entitlement, billing, and data requests.
Investigate and resolve customer-impacting issues promptly.
Provide clear and consistent status updates throughout issue resolution.

Customer Advocacy

Act as a trusted advisor for licensing, entitlement, billing, and data management matters.
Represent customer requirements internally.
Simplify complex licensing and contractual structures.
Drive process improvements based on customer feedback and operational insight.

Working for Us

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.

Here, you'll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You'll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - Come join us.