World Wide Technology
Senior Service Contract Specialist
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Senior Contract Specialist Services
The Senior Contract Specialist Services (Sr. CSS) role is housed within our Sales Operations - Service Contract & Licensing Operations team. It involves close collaboration with:
- Inside Sales
- Procurement
- WWT Account Managers
- WWT Finance Teams
- OEM Account Teams
- End-user customers
About the Role
The Sr. CSS is responsible for owning service contract management, including:
- Contract consolidation and cleanup
- Quoting renewals
- Attaching new services for true-ups
- Generating necessary reports to support customer engagement
The Sr. CSS ensures on-time renewals by working with customers, WWT, and OEM account teams. They actively participate in strategic planning and positioning of service renewals, including customer meetings and presentations.
Collaboration extends to WWT's Inside Sales Representative and Procurement Specialists to ensure proper setup of orders within the company’s system.
This role is critical to achieving both team and corporate objectives and success.
Responsibilities
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Build and maintain strong working relationships with:
- WWT Account Teams
- OEM Account Teams
- Internal Operations Teams
- OEM Operations Teams
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Identify and quote OEM service contract renewals in collaboration with WWT business units.
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Maintain expertise in:
- Baseline processes for Quoting and Service Contract Management
- OEM and WWT Service Contract tools
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Ensure thorough organization of deal details, including:
- Deal IDs
- Customer discounts
- End-user information
- Contact details
- Co-term dates
- Contract numbers & standards (all stored in Customer Profiles)
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Generate and maintain reports for OEM service contracts to assist customers.
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Manage monthly and quarterly true-up processes and relevant customer meetings.
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Proactively quote renewals (starting 90-120 days before expiration) to improve on-time booking metrics.
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Provide Renewal Status of Opportunities to the SCLO Program Specialist and Management.
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Act as a subject matter expert for:
- The SCLO team
- WWT account teams
- Internal operations teams
- External customers
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Provide training and demos of tools and processes.
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Leverage relationships with the Lifecycle Services Team to uncover additional opportunities beyond basic renewals, enhancing value.
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Be creative in structuring deals to cater to customer needs by:
- Offering customized options
- Providing collaborative suggestions to account teams
- Driving higher margins.
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Introduce innovations in processes and customer offerings to enhance the SCLO team's success while delivering superior value to end-users and OEM partners.
Personal Attributes
A successful Sr. CSS must:
- Have a passion for continuous learning, especially in:
- OEM service offerings and policies
- WWT’s go-to-market strategy
- The Information Technology industry
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Ability to prioritize and achieve goals within required timelines.
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Capability to multi-task and adapt to evolving requirements.
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Clear and timely communication skills, both written and verbal.
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Proficiency in public speaking, including:
- Presentations to customers
- Group meetings
- Video calls
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Strong Organizational Skills with detail-oriented attention to records.
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Problem-solving and creative thinking.
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Contract enthusiasm to ensure tasks are completed successfully.
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A collaborative attitude with a proactive work ethic.
Qualifications
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Education: Bachelor's degree in:
- Business
- Finance or another related field
- Alternatively, equivalent practical experience
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Experience: 2-4 years in technology vendor relationship development (or relevant equivalent experience).
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Business Process Experience: Must demonstrate a strong track record in this area.
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PC Proficiency: Skilled in:
- Microsoft Word
- Microsoft Excel
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Work Style:
- Ability to work independently and/or collaboratively with minimal supervision.
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Technical Expertise:
- Subject matter expert in technology partner processes.
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Communication: Exceptional written and verbal skills for clarity in messaging.
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