Lead, Contract Administrator

Peak Technologies•Eagan, MN

About The Position

Oversee the management of customer contracts, leading a team of administrators. Your role involves hiring, providing feedback, and setting expectations for the team. Collaborating closely with the Senior Director of Sales Operations Support, Sales, and other specialists, you'll drive business initiatives, particularly focusing on high-priority and complex accounts. With strong communication, administrative, and organizational skills, you'll exercise good judgment in various situations, maintaining balance among multiple priorities. Thriving in our entrepreneurial, mission-driven environment, you'll be a positive, energetic self-starter, adept at problem-solving and meticulous in attention to detail. KEY ACCOUNTABILITIES Work closely with our Sales Team and our Sales Administration Team to provide detailed management and administrative support to our customers resulting in increased customer service which leads to increased customer satisfaction and an excellent customer experience. Respond to specific customer Inquiries, including Repair status (provide tracking # and timeline for delivery), RMAs and repair requests, and requests for technical support and case number generation. Provide responsive customer service while administrating sales support. Be a problem solver. Provide recommendations and options to help solve problems. Establish collaborative and positive relationships with our internal team and customers by understanding their needs. Demonstrate knowledge of company’s products and services. Stay informed on new products from sales and technical staff. Develop a system to manage new and existing maintenance contracts. Aid in documenting contracts and information for quotes on renewals. Assist with communication to customers on serial number contract status. Assist with notification for maintenance contract renewals. Monitor manufacturers’ web portals for renewals and new contract information. Assist in research and defining appropriate action for specific serial number (internal contract v OEM contract). Assist in administration estimate for contract renewals and assist in managing pricing currently in place. Review and reconcile contract vs customer serial number inventory; determine outliers and investigate discrepancies. Assist in administration of Managed Services contracts (both internally and with partners). Collaborate with accounting team as needed to problem solve and provide required information required to properly account for unearned revenue on maintenance contracts.

Requirements

Bachelor’s degree desired but sales/maintenance contract support experience in lieu of degree will be considered.
A minimum of 3 years’ experience in a customer support environment is preferred.
Proficient computer skills including Microsoft Office - Outlook, Word and most importantly, Excel.
High-level of communication skills - ability to communicate effectively via phone and email by utilizing active listening skills.

Nice To Haves

Experience in NetSuite, ERMA, OEM repair sites, distributor contract management sites, and WMS software applications preferred.

Responsibilities

Work closely with our Sales Team and our Sales Administration Team to provide detailed management and administrative support to our customers resulting in increased customer service which leads to increased customer satisfaction and an excellent customer experience.
Respond to specific customer Inquiries, including Repair status (provide tracking # and timeline for delivery), RMAs and repair requests, and requests for technical support and case number generation.
Provide responsive customer service while administrating sales support.
Be a problem solver.
Provide recommendations and options to help solve problems.
Establish collaborative and positive relationships with our internal team and customers by understanding their needs.
Demonstrate knowledge of company’s products and services.
Stay informed on new products from sales and technical staff.
Develop a system to manage new and existing maintenance contracts.
Aid in documenting contracts and information for quotes on renewals.
Assist with communication to customers on serial number contract status.
Assist with notification for maintenance contract renewals.
Monitor manufacturers’ web portals for renewals and new contract information.
Assist in research and defining appropriate action for specific serial number (internal contract v OEM contract).
Assist in administration estimate for contract renewals and assist in managing pricing currently in place.
Review and reconcile contract vs customer serial number inventory; determine outliers and investigate discrepancies.
Assist in administration of Managed Services contracts (both internally and with partners).
Collaborate with accounting team as needed to problem solve and provide required information required to properly account for unearned revenue on maintenance contracts.