NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

The Service Contract & Renewal Specialist is primarily responsible for Providing pre-sales and renewal support, such as asset verification, pricing, and contract generation for Third Party service offerings.  The role serves as a liaison between Sales, Engineering, Administration and Carousel customers to deliver Carousel’s Customer Success Obsessed approach. 

Essential, key job responsibilities for this role include, but are not limited to:

• Actively manages medium and large customer renewals from identification to renewal decision to ensure that renewals flow smoothly through the process and that renewal decisions are reached by targeted dates.
• Manages SalesForce (SF) Opportunity queue to ensure SLAs and quality metrics are consistently met.  Ensures proper processing practices are upheld including proper pricing, costs, and margin for all product lines for opportunities.  Stays up to date with correct stage listed in SF for status for each opportunity and enter notes where appropriate so all parties involved know the status.  Process signed contracts and purchase orders when obtained.  Close opportunities confirming all pricing is accurate and all applicable documents are in the deal summary.
• Conduct complex account, contract and record keeping analysis to present correct and concise asset lists for upcoming maintenance renewals.  This entails working closely with Sales, Customer, Overlay, and Design Engineer to verify asset accuracy. 
• Obtain maintenance pricing that follows Carousel and partner negotiated discounts.
• Engage directly with manufacturers to obtain competitive pricing/special bids when applicable
• Generates pre-sales and renewal contracts for maintenance and/or service offers.  This entails obtaining customer contact info and key information, creating a Statement of Work based on input from the Account Executive (AE) and/or Design Architect, and updating contract with pricing and terms.  Provide support to the AE for any customer required changes and/or updates.
• Quarterback the consolidated contract/invoice request process (customer driven) getting all teams together to provide their piece in a timely manner.  Escalate issues when necessary. 
• Attend customer calls as requested.
• Ensure on time closure of maintenance agreements.
• Assist collections in resolution of customer invoicing questions and disputes.
• Work with Accounting department to request and process credit requests
• Serve as the maintenance subject matter expert assisting both internal and external customers with account and contract research and analysis.
• Achieve sales objectives, productivity requirements, and other key performance indicators as determined by sales management.

Additional responsibilities for this role include, but are not limited to 

• Assist with miscellaneous projects as needed (eg. customer spreadsheets, contract related project research and analysis, updating and organizing files, etc.).
• Performing a variety of administrative tasks as need to support the department.
• Perform other duties as assigned.
• Participate in team training sessions and complies with existing process documentation.

The following are minimum qualifications and requirements required for this role:

Bachelor’s Degree or equivalent combination of education and work experience.

• Previous work experience in a communications or business environment for a minimum three years.
• Quick learner with excellent comprehension skills.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• The ability to work independently and under pressure.  Stay focused and organized from start to project end.
• Strong working knowledge of Microsoft Office Suite, especially Excel, Word, Outlook, and CRM tools
• Ability to manage multiple projects with competing priorities and deadlines.
• Excellent troubleshooting skills and technology savvy with strong PC knowledge.
• Working knowledge of Avaya services (A1SR tool)

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.