Contract Setup and Assembly Associate with French

Job description

Key Deliverables & Responsibilities:

Delivery of the following services (but not limited to):

· Assisting Client Delivery and Sales personnel with end to end process of creating and managing contracts in our internal systems
· Making sure the deal is set up correctly and submitted to pass the pre-validation criteria first time right
· Work together with operations (Global Enterprise Services Operations) to make sure the deal flows through the process in a timely manner, issues are solved and on-holds are prevented
· When contract is ready for signature, facilitate the steps for customer signature
· When signed, proceed with the required additional information and documentation so all is ready for agreement set up
· Monitor deal set up in the systems (includes billing when Premier)

Assist Client Delivery personnel in providing a world-class service to our main enterprise customers and partners

· Provide quality delivery of service center catalog items in line with catalog process descriptions and targets, ownership of issues and follow-through
· Carry out regular quality reviews to ensure the processes are being followed and verify the quality of deliverables
· Ensure services are delivered to the agreed targets . Where issues occur, log them and take action on them per defined processes
· Update tools and processes according to the business changes

Building Relationships

· Work with the Service Center delivery leads and delivery managers to resolve escalations and to improve internal processes & policies
· Collaborate with Client Delivery personnel to offer customer satisfaction
· Promote teamwork and collaboration through a positive attitude and effective communication
· Promote cross-regional collaboration and support the global community , by sharing best practices and operational improvement opportunities to improve Service Center Services

Business & Technology Insights

· Understand current business processes & tools which impact our service delivery and work with the necessary owners internally to resolve any issues, and fix processes
· Identify issues that are systemic and report on key trends
· Provide feedback, recommendations and data that contributes to refinement of processes , and deliverables
· Possess good technical expertise in relevant Client technologies to quickly understand incidents and provide a high-level review to all stakeholders

Subject Matter Expert skills

· Act as an escalation resource to Specialists to ensure delivery according to defined processes and service descriptions
· Assist in developing and providing training to additional Service Center members
· On boarding new Service Center team members
· Assisting and performing Quality Assurance measures for Service Center

Desired profile

Qualifications :

·  Bachelor Degree or equivalent experience desirable
·  Excellent French and English language skills
·  Strong written and verbal communication skills to enable you to articulate complex problems succinctly
·  confidence in handling and calculating financial information/ strong at math
·  Experience in an enterprise support and/or customer service environment with a strong understanding and knowledge of support, customer service delivery and/or the consulting industry and processes
·  Passion for and track record for delivering great customer experiences
·  Strong organizational, communication, project management, negotiation, stakeholder management and problem-solving skills
·  Ability to follow instructions, review team process documentation and provide knowledgeable feedback – be able to identify a red flag or roadblocks in the processes, report and address them in a proactive and timely manner
·  Ability to develop and maintain good working relationships across functional groups. Ability to work independently, while in a team environment
·  Organizational skills to be able to document and quickly reference information and knowledge provided by internal resources and manage multiple requests and deliver in a timely manner
·  Proven problem-solving skills, the ability to think critically and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided