Work In Tech

***All interviews will be conducted in English***

Please Submit an English version of your Resume/CV

Please note that Intelex working hours are as follows:
8:00 am – 5:00 pm (GMT-3) Monday to Friday
This role is based on a 40-hour workweek

Position Overview

Are you looking for an exciting and challenging customer management role in a software environment? We have the perfect opportunity for you! The Customer Renewals Specialist will support customer relationships and represent the customer within the Intelex business. This person will be responsible for administration of renewal contracts across the Intelex business lines. This includes but is not limited to; negotiations, downgrade support, tracking contract status, coordinating contract renewals, cross functional coordination and business analytics. The goal is to maintain smooth and timely contract processing, ensure data integrity and assist in establishing consistent, responsive and flexible oversight of renewal business.

Responsibilities and Deliverables

• Facilitate negotiations for customers working towards multi year contracts (and the annual increases that apply) as well as reduce price leakage through downgrade negotiations.
• Liaison with other internal organizations such as Customer Success, Finance, Legal and Sales
• Coordinate adjustments to subscriptions for existing customers
• Tracking and oversight through the entire renewal cycle
• Update internal systems as necessary to maintain Accurate data that will be used across multiple business units
• Proactively monitor customer data, identify risk points, and evaluate at-risk status.
• Provide support for efficiency analytics and contract related reporting
• Other specific project-related responsibilities as department requirements dictate
• Support customer relationships and represent the customer to Intelex
• Drive product usage and customer retention, with a focus on early identification of risks and improvement of overall account health
• Administrate of renewal contracts for business lines. This includes but not limited to: tracking contract status and negotations
• Maintain smooth and timely contract processing, ensure data integrity, and assist in establishing consistent renewal business
• Drive product usage and customer retention, with a focus on early identification of risks and improvement of overall account health
• Complete other duties as assigned by Intelex

Organizational Alignment

• This position reports directly to the Director of Customer Success.

Qualifications

Skills & Work Traits

• You will need to demonstrate that you have a high level of proficiency in English
• Demonstrated ability to adhere to a renewal program
• Ability to work, understand and progress in a fast-paced technology driven global environment
• Must have functional understanding of data entry as related to business applications
• Strong analytical and problem-solving capabilities, both quantitative and qualitative, to enable identification of issues and devise solutions
• Ability to work independently as well as collaboratively depending on specific situations
• Familiarity with contract creation and execution is a SaaS environment and experience with contract terms and documents
• Superior English communication, writing and presentation skills
• Ability to apply innovative approaches and initiative to increase workload and work standards
• Strong business and commercial competence
• Experience working with Global Companies
• Excellent interpersonal skills at all levels
• Superior organizational skills and exceptional attention to detail

Technical Competencies

• Must be proficient in MS Office applications specifically Excel, Word, and PowerPoint
• Salesforce, Gainsight and Sharepoint experience a plus
• Contract administration is a plus

Experience

• Minimum 1-2 years’ experience in the field of Customer Success or contract/renewal administration with emphasis on technology and/or SaaS

Education

• Bachelor’s Degree or College Diploma in Computer Science/Information Systems, or equivalent experience.

Other Requirements

• Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification

Meet the Team

Sylvana Pedota, Director, Customer Success

Sylvana has been with Intelex for the last 7 years. She had previously held positions in Professional Services, Customer Experience and Customer Support. She is passionate about Customer Advocacy and mentoring and developing the members of her team. When not at work, you can find Syl travelling the world, getting her hands dirty in her garden or rocking out at a concert!

Company Overview

With more than 1000 clients and one million users, Intelex Technologies Inc. is a global leader in Environmental, Health, Safety (EHS) and Quality management software. Since 1992 its scalable, web-based platform and applications have helped clients across all industries improve business performance, mitigate organization-wide risk, and ensure sustained compliance with internationally accepted standards (e.g. ISO 9001, ISO 14001 and OHSAS 18001) and regulatory requirements. Intelex is one of Canada’s most highly awarded and fastest-growing tech companies and has been named one of Canada’s Most Admired Environment, Best Managed Companies in Canada, one of the fastest growing companies in PROFIT Magazine, as well as one of the country’s top employers by Aon Hewitt and Best Small and Medium Employers. For more information, visit www.intelex.com

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.