Customer Contract Manager

Our vision: bringing objects to life! In the future, billions of objects around the world will be connected to the Internet; their data will be stored in the Cloud and will participate in the digitization of our environment. A simple, low-cost, low-power, global connectivity solution is fundamental.
Each Sigfoxer is driven by the company's project to revolutionize the world!
Sigfox is the place for personal and collective challenge. Every day, nearly 44 different nationalities come together here: diversity is one of their strong points.

Role summary
The Service Delivery department aims at providing excellence and efficiency in the delivery of Sigfox Services to Customers while always seeking to increase our value proposition to those Customers.

As part of this department, the Customer Contract Management mission is to manage Customers contracts from activation to deactivation in order to allow an efficient service delivery, invoicing & cash collection and also to allow measurement of the contracts profitability.

Main responsabilities
The Customer Contract Manager is accountable for the definition, effectiveness, efficiency and quality follow-up of the following activities :

Practice and associated tools definition :

• Define, implement and manage a formal policy, set of rules and company-wide framework for customer contract lifecycle management,
• Within Service Delivery department and in close collaboration with Sales, Finance as well as other Coordination&Delivery departments, define relevant Contract Management activities that will enable management and reporting (by means of KPIs and metrics) of:
•  Contractual commitments for standard and non-standard engagement,
• Flow down of these contractual constraints to all relevant Sigfox teams,
• Time to service activation,
• Renewal rates at client, contract, device level,
• Churn rates at client, contract, device, revenue level,
• Steering of operational and commercial activities based on ARR (Annual Recurring Revenue) and MRR (Monthly Recurring Revenue) optimization goals,
• Total Contract Revenue, Annual Contract revenue,
• Etc
• Act as Business Owner to define relevant business requirements to ensure the practice is supported within Sigfox Business Support System (BSS), and more generally with the lead to cash process:.
• As such be a key stakeholder of the internal process and tooling program and interact with Program managers, Project leaders and other business owners accordingly,
• Run acceptance of internal deliveries linked to this program,
• Define, report and discuss of the overall context at Director and ExCO level,
• Ensure a continuous improvement of the practice as per our business growth.

Practice execution :
On key accounts (as a first step) and in collaboration with Global Accounts main stakeholders (financial analyst, Account manager and Customer Service Delivery Manager) :

• Ensure Contract Data quality is optimised to drive operation excellence and drive data quality with all necessary parties across the company,
• Ensure Contract & Customer data are effectively shared and maintained with all teams involved and uploaded correctly within our Business Support System,
• Ensure the Customer contracts are managed throughout their lifecycle (i.e. from contract activation to deactivation) and as per the practice. As such, ensure communication is generated for expiration alerts, activation notifications, exception notifications, etc,…
• Drive contract renewals by proactively triggering the renewal process and following-up key renewal milestones,
• Measure customer contract management KPIs and metrics to drive improvements to increase profitability per contract,
• Provide forward visibility on Total Contract Value and Annual Contract value and any other relevant metrics on a regular basis, aggregate at customer, Sigfox regional and global level,
• Provide the right level of information, alerts and analysis to Global Accounts stakeholders regarding churn rates, MRR indicators for forward decision.

Key skills & attributes

• Minimum of 5 years’ experience in a multi-national organization ideally within the IT/Telecom/Service industry,
•  Degree or higher education in information technology, engineering, business/economics or equivalent (master level as a minimum),
• Strong understanding of the Service industry operations, and how the business works
• Strong business and commercial orientation, background or acquaintance with financial management would be a plus,
• Solution-oriented, strong ability to drive both the big picture detailed operational workflow and data analysis. The successful applicant will be able to interpret, report and discuss that info to different levels in the organization,
• Interpersonal skills with the ability to develop and maintain strong stakeholder relationships across the company (finance, sales, operations, PMO, etc)
• Excellent communication and presentation skills (oral and written) with the ability to synthesise and escalate information clearly and succinctly to decision-makers,
• Ability to establish and manage processes and practices through collaboration and self-drive
• Ability to recognize opportunities for enhancement and continuous improvement
• English negotiation level, other languages appreciated.

Sigfox promotes inclusion and non-discrimination, and acts daily in favor of social mix, gender equality, senior citizens. As a learning organization and open minded on Diversity, Sigfox is ready to welcome Extra-ordinary people and adapt their workplace. At Sigfox, we hire personalities above all!
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Every Sigfoxer is driven by the project to make things come alive (ambitious)!
Sigfox is the ideal place for personal (entrepreneurs) and collective (permanent change player) challenges. Here, 44 different nationalities live side by side: diversity is one of our strong points (multicultural).
Sigfox brews lot of skills and positions and everyone keeps learning (humble) & contributes to the success (experts) of the company.