Service Contract & Renewal Specialist

Company Overview

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 6,000 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 1,200+ experts committed to a customer-obsessed culture, earning an 80+ 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 80+ Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

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 customers.

• 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 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 for status for each opportunity and enter notes where appropriate so all parties involved know current 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 NWN and partner negotiated discounts.
• Engage directly with manufacturers to obtain competitive pricing 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 and/or Design Engineer, and updating contract with pricing and terms.  Provide support to the AE for any customer required changes and/or updates.
• Drive the consolidated contract/invoice request process (customer driven) getting all teams together to provide their piece in a timely manner.  Escalate issues when necessary. 
• Ensure on time closure of maintenance agreements.
• 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.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's degree or equivalent combination of education and work experience. Required
• Previous work experience in a communications or business environment for a minimum one year. Required
• 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, and Outlook.
• Ability to manage multiple projects with competing priorities and deadlines.
• Excellent troubleshooting skills and technology savvy with strong PC knowledge.
• Knowledge of Cisco services rerquired, along with other OEM experience (Palo Alto, Juniper, Aruba) preferred
• Salesforce experience preferred.
• Demonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness.

Work Locations:

• Remote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.

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.