Overview

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity.

Responsibilities

The Contract Administration Specialist is responsible for managing accounts in an assigned territory, generating quotes, and soliciting on any revenue opportunity or as otherwise delegated. This includes selling maintenance contracts and per-event service (relocations, out of warranty work). 

• Track warranty terms for new contracts.
• Generate quotations for renewal of existing maintenance agreements.
• Track installation with customer service engineers.
• Notify customers of upcoming maintenance contract renewals and end of warranty maintenance prior to their expiration, working with end customers in an effort to produce a high rate of renewal.
• Create excel reports to calculate, prorate, and reconcile maintenance fees to prepare customer maintenance quotes and contracts.
• Present maintenance agreement renewals to customers and follow-up on all outstanding renewals.
• Track outstanding quotations from original quote mailing to receipt of customer’s order.
• Update contracts management system as necessary with all appropriate information including current quote status, new term start and end dates, renewal maintenance fee, and diary notes.
• Manage customer profile data gathering for updating customer information in system.
• Ensure all appropriate customer contact information is provided to the customer support center as well as field management.
• Attend critical system integration meetings for customer updates.
• Provide assistance upon request to accounts receivable on reconciliation action items for continued revenue flow.
• Perform basic calculations to increase pricing year over year for established pricing. If pricing has not been established, work with program manager to obtain pricing.
• Serve as point of contact for customer on contractual matters – ensuring timely review and approval of contractual changes and completion of required forms and documents for execution of contract.
• Upon contract execution, enter maintenance renewal details into financial system of record.
• Periodic review of customer accounts for end of life products cycle.

Qualifications

• Must have an associated degree in accounting or business administration or 2 years of maintenance contract experience.
• Must demonstrate an intermediate knowledge of all processes, procedures, and goals.
• Must have experience managing a contract database.
• Must have excellent computer skills using Microsoft Office applications.
• Must be proficient with service call tracking system and/or database.
• Must be able to gain basic knowledge of company technologies and products.
• Must demonstrate exceptional verbal and written communication skills in order to interact with customers regarding all aspects of support contracts and with the management team regarding issues, concerns, and corrective action plans.
• Must have good interpersonal skills with the ability to build relationships and interact with all levels across the organization.
• Must be customer oriented and provide the highest level of customer service.
• Must have creativity and good problem-solving skills.
• Must have strong organizational and planning skills in order to prioritize workload and handle multiple projects simultaneously.
• Must be detailed-oriented and able to work under constant deadlines, with a strong service-focus.
• Must be able to work well under pressure.