Job Description

The Contract & Customer Success Manager will be responsible for the onboarding of our service and maintenance contracts for our customers and is responsible for the overall service quality during the implementation and execution of Service Agreements. This role also serves as a point of contact for customers on contractual matters and will liaise between E+H and the customer to resolve any concerns. In addition, they will be involved in onboarding new contracts, delivering to agreed KPI\'s and putting in place a continuous improvement program.

Role+Responsibilities

• Ensure Service Level Agreements (SLA) are executed within a defined scope and budget and that customer expectations are met
• Enable customers to move from low use to higher adoption, expansion, and renewal rates to provide best value for customers
• Ensure that both E+H and customer resources are clear about tasks and responsibilities
• Activities to ensure clarity of tasks can include reviewing the SLA and the work package and scope, managing defined performance indicators and continuous improvement, lead periodic SLA review meetings and managing customer expectations
• Ensure signed contracts are communicated to relevant parties to provide visibility and awareness
• Handles ongoing issues and change management
• Ensures contract close-out, extension, or renewal
• Will require negotiating sub-contract orders and monitoring sub-contractors, planning critical dates, or working with the client\'s planners
• All other duties as assigned

Qualification+Profile

• Post-secondary education in Engineering or technical diploma/certification with a demonstrated experience in technical field or related experience
• Bilingual in French and English is an asset
• Ability to travel to site as needed, safety gear may be required
• Ability to think strategically and practice mutual influence
• Establish strong working relationships with others and use own initative to make decisions
• Work experience in contracts
• Excellent communication skills and attention to detail
• Able to handle high volume workload and work under pressure

Benefits+Perks

• Unique culture
• Flexible work hours
• Community Involvement

Contact Us+Apply

If you are interested in this role, please apply directly through this posting. Please note you may be contacted by Hays Canada our recruitment partner.

Endress+Hauser Canada is an Equal Opportunity Employer and does not allow discrimination or harassment of any kind. All applicants and employees will be considered without attention to race, creed, ethnic origin, sex, age, sexual orientation, disability, family status, or any other status protected in Canada. Decisions will be made based on business needs and qualifications for the role. If you require reasonable accommodations during the interview process, please let us know.

Endress+Hauser