Purpose

A Service Contract Sales Administrator ensures that the support and software maintenance contracts are administered in a timely and organized fashion ensuring that we can establish our obligations towards our customers and can invoice based on what has been agreed upon.  This position is a hybrid position.  You will be required to be in the Morrisville office up to 3 days a week as needed.

Key Accountabilities

• Assure that all software and service/support contracts are kept current by providing renewal quotes to the partner or direct customer in a timely manner to ensure renewal of the support contract prior to expiration

• Negotiate prices and services within pre-defined terms

• Support Sales with quotes for new contracts or extension to existing contracts

• Handle and/or escalate customer issues with contracts and invoices

• Engage with partners and direct customers to understand any ongoing issues with support contracts and inquire why a renewal has lapsed

• Generate invoices for service contracts

• Administrate contracts according to SOP

• Ensure new contracts and renewals are processed and cancellations are registered

• Coordinate customer access to the Ascom Customer Care team

• Ensure that the Customer Support organization is aware of our obligations

• Support the SMA Business Owner role

• Work closely with other Ascom teams

Required Skills and Knowledge

• Ability to understand specific business needs, services, and products

• Ability to explain product offering in understandable wording to our partners and end users

• Ability to listen to and understand customer needs to help manage negotiations within pre-defined terms

• Documented knowledge of relevant ERP system(s)

• Good communication skills, both verbal and written

Required Education and Experience

• Associate’s/Bachelor’s Degree preferred, with a minimum of 3 years work experience in sales, contract administration, customer service and/or related field

• Experienced in Microsoft Office tools, specifically Excel and Word