Software Publisher Services – Program Associate / Senior Associate

About this role

Position Overview:
Connor Consulting is a fast-growing, modern, international company comprised of top-caliber professionals. 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…