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
