Ecocare Contract Manager

The Role: EcoCare Contract Manager

We are looking for an experienced professional who can collaborate cross functionally and work independently to help us deliver an exceptional customer experience.

What will you do?

The main responsibility of the EcoCare Contract Manager is to maintain strong working relationships with internal stakeholders and our customers; to improve the client experience and ensure we are delivering on the promised value.

Duties and Responsibilities:


* Maintain a high level of customer satisfaction through in-depth knowledge of our EcoCare offerings, timely communication, and follow-up.


* Own contracts for your assigned offer or region and assist with all administration processes for the Services business for said contracts, promoting teamwork, flexibility, and customer satisfaction.


* Coordinate services through the life of the customer contract by managing order handoffs, enriching and activating customer contracts in bFS, managing work orders, scheduling their services, and creating renewal quotes for the sales team.


* Update and maintain customer account and contract information in bFS.

Reporting on different contract metrics.


* Acts as a liaison between the Business Development Managers, Inside Sales, Project Managers, and the Connected Services Hub for service contracts.

Driving collaboration and ensuring our customers are in contact with the right person for their needs.


* Update /Verify accuracy of internal orders using tools such as Quote to Cash, SAP, bFS, etc.


* Coordinates new processes and manages challenges with respect to customers contracts and deliverables.


* Generates upgraded licenses for customers Power Monitoring Software.


* Execute all administrative requests, these can include, but are not limited to:



* Creating quotes


* Building master agreements


* Data cleansing


* Account/Asset registration/revisions


* Entitlement accuracy check


* Asset information report pull


* Review/Manage Order Handoffs


* Contract enrichment / Contract review / Contract validation


* Direct Account Request


* Complaint/Requests / CCC Action creation


* Billing / Invoicing requests


* CVCP creation/management


* Queue management


* WO or Case validation and/or closing.


* Provides backup support for other service and support administrators.



* Perform other duties, functions, and tasks that are incidental or inherent to the role, or those which may be required, requested, entrusted, or assigned by NAM and PLP leadership team.



* Bachelor's degree in Computer Science/Information Technology, Business Studies/Administration/Management or equivalent.


* Must be willing to work on a hybrid work setup during US business hours in Rosario, Cavite.


* Required skill(s):
+ Excellent communication skills, both verbal and written
+ Strong skills in problem-solving and time management
...