Hitachi Data Systems Maintenance Support Renewals Coordinator - 020511 in Kraków, Poland
Title: Maintenance Support Renewals Coordinator Location: POL-Kraków
The Maintenance Support Renewals Coordinator shall be responsible for the maintenance of accurate Customer records in a CRM tool (maintenance contracts and install base data), producing maintenance renewal quotes and keep track of; and follow up on issued quotes with internal/external customers using a services forecast. The main purpose of the position is to support both renewals revenue stream, new product sales and field services operations.
Insight (Siebel) Services and Salesforce, Agreement and Entitlement maintenance:
•Maintaining an up-to-date record of all maintenance contracts so that customers are entitled for support and ensuring that maintenance revenue can be billed on time.
•The main tasks include:
•Prepare renewal quotations, validate maintenance pricing and discounting as per current policies
•Use entitlement expiration report to pro-actively identify opportunities for maintenance renewal
•Resolve data issues and use unresolved opportunity reporting to identify entitlements for clean-up activities
•Update Insight Installed Base as necessary with relevant information from contract documentation for the new equipment
•Create or modify support agreements as per customer request and terminate agreements if not renewed or requested by customer
•Generate maintenance charges in Siebel for renewed maintenance contracts
•Ensure that all changes to equipment (site change, status change etc.) are recorded on a timely basis
•Update Service opportunities with relevant sales stage and status depending on service quote sales stage, win probability and customer feedback
Support the business and actively participate in the data migration from Insight (Siebel) into Salesforce (and related sub-application), including but not limited to:
•Manual data entry or support agreement creation (full or partial) depending on business needs and data migration accuracy.
•Actively participate in support agreement modification to match Salesforce destination format, which may include partial data correction as per then appropriate situation
•Execute Insight (Siebel) tasks listed in this section in the new CRM after implementation
Renewal Sales duties:
•Providing pre-sales and post-sales support to internal and external customers / partners in specified country or region.
•Maximizing services revenue while growing customer satisfaction.
•Supporting internal and external customers by providing relevant information about HDS service options, providing guidance and consultancy to enable the usage of full support potential
•Follow up with customers / partners on the resolution of proposed maintenance renewals, keep renewal sales forecast up-to-date and follow closed loop process (renewal or termination of support agreement)
•Development and maintenance of existing relationships with customers and partners.
•Enable / support cooperation and business development activities
•Regular reporting to management on gap to goal, market potential and target achievability
Assist in wider team duties:
•Assist colleagues in completing similar tasks (e.g. holiday cover, training new colleagues) if required
•Identify and help implement initiatives to optimize customer record maintenance and Insight update processes , supported by technology where available
•Ensure that HDS’ core values (Customer Focus, Community, Openness, Ownership and Leadership) are adhered to
Perform Other Duties as Required:
•Actively supports company change programs and acts as a role model for solution selling.
•Completes all job functions as per department and organization policies and procedures.
•Maintains current knowledge in present areas of responsibility (e.g. attends ongoing educational programs).
•Demonstrates responsibility for scope of position/own standard of practice.
•Demonstrates full knowledge of current position’s and department’s relationship to flow of Services.
•Demonstrates understanding of knowledge of organizational strategy and objectives.
•Fluent English (additional language of advantage)
•Sales / sales support / or customer support experience
•Ability to interact with stakeholders remotely / international environment/
•Self-organized personality – The role involves handling, processing and managing a large volume of documentation and information
•Attention to detail – The role will involve creating customer quotes by extracting information from multiple source contracts and purchase orders
•Positive attitude to problem solving, good time management and ability to remotely build relationships are a must to be successful in this role
•Experience with Salesforce platform and opportunity management is an advantage
•Competency in English and additional European language skills (French, Italian, Spanish)