SLA Contracts Manager
About the role
Description SLA Contracts Manager Harmonic is the worldwide leader in virtualized broadband solutions. We revolutionized broadband networking via the industry’s first virtualized broadband solution, enabling cable operators to more flexibly deploy gigabit internet service to consumers’ homes and mobile devices. Learn more at www.harmonicinc.com.
Role Description We are seeking an SLA Contracts Manager to join our team to be based in Vancouver, CA.
The person will be responsible for supporting the regional sales team in the achievement of bookings and revenue target in the sales of Service Level Agreements (SLAs) primarily in the Americas region. The candidate will demonstrate strong commercial skills formulating strategies, providing offerings, delivering presentation and negotiation in the sale of Support Agreements with End Customers and Channel Partners. The role also involves management and analysis of installed base data, interface with Finance and Accounting for booking and revenue, supporting regional account managers on new and renewal opportunities and responding to customer inquiries related to Harmonic SLA offerings.
What You Will Be Doing
- Prepare SLA quotes and associated contracts for renewal opportunities.
- Lead or assist Sales in the submission or negotiation of SLA contracts and pricing with customers (direct and indirect).
- Ensure contract compliance with contract terms, Harmonic policies and SOX rules.
- Maximize contracts renewal rate and meet quoting metrics.
- Support Order Management and Finance & Accounting in the booking of purchase orders.
- Assist in the confirmation of contract terms and support entitlements, review and approve requests for exception.
- Perform financial analysis on SLA pricing, margin, renewal rate and other KPI’s associated with the sale of SLAs.
- Monitor support fulfillment KPI’s such as support response time commitments, NPS, etc. to pre-emptively address potential issues relate to SLA fulfillment.
- Prepare periodic KPI reports for Sales and business leadership.
- Perform data validation in corporate systems, including installed base accuracy.
What You Should Have
- Minimum of Three (3) Years of Contract renewal Sales Experience
- Fluent in English; Spanish is a plus.
- Prior experience in a US Multi-National Company
- Capable of remotely collaborate with multi-cultural, geographically diverse teams in the Americas, Europe and APAC.
- Business administration degree or equivalent.
- Strong MS Excel Skills
- Prior experience in Oracle, SFDC and Apttus a plus
- Ability to multi-task and adapt to environment and changes in priorities.
- Ability to understand legal and financial concepts behind support contracts.
- Ability to manipulate database, analyze information and formulate conclusions/plans.
- Strong contracts negotiating skills. Capable of defining pricing/quoting strategies.
- Independent, initiative-taker capable of identifying issues and propose/execute solutions.
- Strong written and verbal communication.
- Manage projects and drive contract execution to conclusion.
- Organized and capable of maintaining clear and organized records of contracts.
- Ability to manage contracts within SOX rules.
- Strong understanding and experience in processes involving large scale contract renewals.
- Ability to understand technical solutions.
- Strong interpersonal and collaborative skills
- Proven experience with contract negotiation with customers and comfortable with customer facing environments.
- Previous sales experience is a plus.
Travel Requirements As required (<10%) within the region or Internationally
Pay & Benefits For this role, the estimated base salary range is between $70,000 - $90,000. The actual base salary will vary based on various factors, including market, location, and individual qualifications objectively assessed during the interview process.
Diversity, Equality, and Inclusion at Harmonic At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.
About Harmonic
Harmonic is leading the transformation for video, broadband and media companies, with smarter, faster, and simpler solutions. For the past 25 years, we have been at the forefront of industry innovations every step of the way. Whether it be simplifying streaming using the cloud or software as a service, or by helping cable operators roll out next-generation gigabit services, we empower our customers to monetize and deliver their content to every screen.
SLA Contracts Manager
About the role
Description SLA Contracts Manager Harmonic is the worldwide leader in virtualized broadband solutions. We revolutionized broadband networking via the industry’s first virtualized broadband solution, enabling cable operators to more flexibly deploy gigabit internet service to consumers’ homes and mobile devices. Learn more at www.harmonicinc.com.
Role Description We are seeking an SLA Contracts Manager to join our team to be based in Vancouver, CA.
The person will be responsible for supporting the regional sales team in the achievement of bookings and revenue target in the sales of Service Level Agreements (SLAs) primarily in the Americas region. The candidate will demonstrate strong commercial skills formulating strategies, providing offerings, delivering presentation and negotiation in the sale of Support Agreements with End Customers and Channel Partners. The role also involves management and analysis of installed base data, interface with Finance and Accounting for booking and revenue, supporting regional account managers on new and renewal opportunities and responding to customer inquiries related to Harmonic SLA offerings.
What You Will Be Doing
- Prepare SLA quotes and associated contracts for renewal opportunities.
- Lead or assist Sales in the submission or negotiation of SLA contracts and pricing with customers (direct and indirect).
- Ensure contract compliance with contract terms, Harmonic policies and SOX rules.
- Maximize contracts renewal rate and meet quoting metrics.
- Support Order Management and Finance & Accounting in the booking of purchase orders.
- Assist in the confirmation of contract terms and support entitlements, review and approve requests for exception.
- Perform financial analysis on SLA pricing, margin, renewal rate and other KPI’s associated with the sale of SLAs.
- Monitor support fulfillment KPI’s such as support response time commitments, NPS, etc. to pre-emptively address potential issues relate to SLA fulfillment.
- Prepare periodic KPI reports for Sales and business leadership.
- Perform data validation in corporate systems, including installed base accuracy.
What You Should Have
- Minimum of Three (3) Years of Contract renewal Sales Experience
- Fluent in English; Spanish is a plus.
- Prior experience in a US Multi-National Company
- Capable of remotely collaborate with multi-cultural, geographically diverse teams in the Americas, Europe and APAC.
- Business administration degree or equivalent.
- Strong MS Excel Skills
- Prior experience in Oracle, SFDC and Apttus a plus
- Ability to multi-task and adapt to environment and changes in priorities.
- Ability to understand legal and financial concepts behind support contracts.
- Ability to manipulate database, analyze information and formulate conclusions/plans.
- Strong contracts negotiating skills. Capable of defining pricing/quoting strategies.
- Independent, initiative-taker capable of identifying issues and propose/execute solutions.
- Strong written and verbal communication.
- Manage projects and drive contract execution to conclusion.
- Organized and capable of maintaining clear and organized records of contracts.
- Ability to manage contracts within SOX rules.
- Strong understanding and experience in processes involving large scale contract renewals.
- Ability to understand technical solutions.
- Strong interpersonal and collaborative skills
- Proven experience with contract negotiation with customers and comfortable with customer facing environments.
- Previous sales experience is a plus.
Travel Requirements As required (<10%) within the region or Internationally
Pay & Benefits For this role, the estimated base salary range is between $70,000 - $90,000. The actual base salary will vary based on various factors, including market, location, and individual qualifications objectively assessed during the interview process.
Diversity, Equality, and Inclusion at Harmonic At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.
About Harmonic
Harmonic is leading the transformation for video, broadband and media companies, with smarter, faster, and simpler solutions. For the past 25 years, we have been at the forefront of industry innovations every step of the way. Whether it be simplifying streaming using the cloud or software as a service, or by helping cable operators roll out next-generation gigabit services, we empower our customers to monetize and deliver their content to every screen.