Lead, Contract Administrator

JOB SUMMARY & SCOPE

This supervisory role is responsible for overseeing the end-to-end management of customer maintenance and service agreements while leading a team of Contract Administrators. This role provides strategic and operational support, with a strong focus on high-priority and complex customer accounts.
Reporting to the Director Service Contracts & Solutions, this Contract Administration Supervisor plays a critical role in driving consistency, accuracy, and scalability across contract processes. The ideal candidate is a confident people leader, a strong communicator, and a detail-oriented problem solver who thrives in a fast-paced, entrepreneurial, and mission-driven environment.

KEY ACCOUNTABILITIES

• Leadership & Team Management
  • Lead, coach, and develop a team of Contract Administrators, including hiring, training, onboarding, performance feedback, and expectation setting
  • Foster a collaborative, customer-centric culture focused on accountability, quality, and continuous improvement
  • Identify skill or process gaps and recommend solutions to improve team effectiveness
• Contract & Customer Management
  • Oversee the administration of new and existing maintenance and managed services agreements as well as an understanding of the service agreement renewal process
  • Ensure accurate documentation and tracking of agreements, serial numbers, renewals, and pricing
  • Partner with Sales and Vendors to support contract agreement renewals, quotes, and customer communications
  • Serve as an escalation point for complex or high-priority customer inquiries
  • Must understand service contract lifecycle management and deferred revenue
• Customer Support & Problem Resolution
  
  • Ensure timely, professional responses to customer inquiries including repair status, RMAs, technical support coordination, and contract agreement status
  • Act as a problem solver by identifying issues, recommending options, and driving resolution
  • Build strong, trusted relationships with customers by understanding their business needs
• Process, Systems & Compliance
  
  • Develop and maintain scalable systems and processes to manage service contract lifecycles
  • Monitor OEM and manufacturer portals for renewals and contract agreement updates
  • Reconcile customer serial number inventories against agreement coverage; investigate and resolve discrepancies
  • Support pricing administration for renewals and ensure consistency with approved pricing models
  • Assist with Managed Services contract administration, collaborating with accounting to ensure accurate revenue recognition
• Cross-Functional Collaboration
  
  • Partner closely with Sales, Sales Operations Support, Technical Teams, and Accounting
  • Stay informed on product offerings and changes through collaboration with Sales and Technical teams
  • Provide insights and recommendations to improve customer experience and operational efficiency

EDUCATION EXPERIENCE KEY TRAITS

• Bachelor’s degree preferred; equivalent experience in sales or maintenance/service contract support considered
• 3 years of experience in customer support, service contract agreement administration, or sales operations
• Proven experience leading or mentoring others
• Strong proficiency in Microsoft Office, especially Excel
• Experience with NetSuite, SFDC, OEM repair portals and distributor contract systems preferred
• Excellent written and verbal communication skills with strong attention to detail

TYPICAL PERFORMANCE TARGETS

• SERVICE DELIVERY:         Consistent, high-quality execution of contract and customer support processes
• COST TO SERVE:             Continuous improvement in efficiency and scalability
• INNOVATION:                 Measurable improvements in quality, accuracy, or cost through process enhancements

LANGUAGE SKILLS

• Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external.
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

SUPERVISION

• This role includes direct supervision of Contract Administrators

DECISION MAKING REASONING

• Demonstrates sound judgment and accountability for business outcomes
• Comfortable making decisions in a fast-paced environment with competing priorities

WORKING RELATIONSHIPS

• Contract Administrators
• Sales Operations Support Lead
• Sales Operations Support Specialists
• Sales & Accounting teams

PHYSICAL REQUIREMENTS