Cx and Contracts Renewals Specialist

2 weeks ago

Melbourne, Australia Enghouse Full time

**CX & Contract Renewals Specialist - Melbourne**

**OPERATIONS, Australia**

Permanent - Full Time

**The Team**
The Enghouse Operations team for the ANZ region is based across the Enghouse Interactive offices located in Auckland, Melbourne and Sydney. The Operations team is split between Support and Services with this role reporting direct to the APAC Operations manager but also working very closely with the Finance and Sales teams. Software Assurance is one of the company’s key revenue streams and as such a high level of collaboration is required between Sales, Finance and Operations to ensure the maximum possible level of Software Assurance (maintenance) revenue is achieved.

**The Role**
The CX & Renewals Specialist is responsible for the timely renewal of all Software Assurance (Maintenance contracts) for Enghouse customers for the products that are offered within the region.

We really want someone who will not only operate but own the process - driving improvements and staying aligned globally with our policies. Although the role requires a large amount of time to administer the renewal process it also offers a great opportunity to take your professional development a step further to managing the renewals process and owning the delivery of the outcomes from the process.

Are you ready to take that step?

**Knowledge and Attributes**
- Recognized Business or Commercial qualification (e.g., BComm)
- At least 3 years’ experience in a role encompassing contract management and software maintenance renewals within a software / technology focused organization.
- Some experience around business analysis and reporting as well as process design and improvement would also be valuable.
- Strong customer service and sales skills with excellent oral and written communication skills
- Strong Excel analysis and reporting skills
- Strong time-management skills with the ability to handle multiple projects and priorities.
- Ability to work well with individuals at different levels in an organization and across the different teams at Enghouse.

**Key Accountabilities**
- End to end management of the software renewal process - from renewal quotes, follow -up, and order acceptance through to tracking and analysis of renewal and attrition rates.
- Provide timely and accurate quotes for maintenance renewals to both end users and Partners ensuring the appropriate pricing and discount levels have been applied.
- Establish and maintain regular and effective communication and follow up processes with Partners and customers to ensure on time renewal.
- Provide regular reports and analysis against Renewal Process KPI’s and ensures renewal records and are maintained in an accurate and timely manner.
- Ensures all required documentation around the Renewal process including End User and Partner Software Assurance Agreements (and service level documentation is completed and correctly recorded.

You’ll spend your days (and some nights) working with other talented, energetic people who have a little pinch of zest and are the heart and soul of our business. We care about each other and foster a culture of innovation, authenticity and trust.

What we offer:
Work -life balance

You’ll spend your days working with other talented, energetic people who have a little pinch of zest and are the heart and soul of our business. We care about each other and foster a culture of innovation, authenticity and trust.
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