Service Contract Administrator

Job Description

The following information aims to provide potential candidates with a better understanding of the requirements for this role.

The CyberArk Service Contract Administrator's primary responsibility is managing and overseeing service scope requests and contracts.

The Service Contractor Administrator is responsible for ensuring that all service scope requests are fulfilled on time, meeting SLAs, and adhering to high-quality standards and accuracy.

The Service Contract Administrator must work closely with Sales, Security Services, Customer Success, Legal, Finance, Customer, and Partners.

This role also supports services contract negotiations and revisions. The Service Contract Administrator ensures that the service contracts are effectively managed, reducing risks and ensuring compliance with legal and company standards while fulfilling the needs of our customers and partners.

Responsibilities

Managing Scoping Cases : Manage service scoping cases queue, tracking all communications and request status. Review, prioritize, and respond to service scope requests promptly.

Triage and escalate requests to relevant stakeholders per policy and SLA.

• Preparing Contracts & Documents : Generate and update service scoping documents, maintaining current and accurate records of all relevant documents.
• Monitoring Compliance & Risks : Review service contracts and agreements for compliance with the company's preferred standard policies, identifying variances.

Track changes, comments, approvals, and versions of all generated scoping documents. Identify and analyze potential risks involved with specific contract terms and make recommendations to mitigate those risks.

• Negotiating Terms : Negotiate contract terms with internal and external stakeholders. Participate in meetings with Customers, Partners, Legal, Finance, Sales, and Security Services leads to maintain open lines of communication and facilitate efficient and accurate resolution of standard and non-standard requests.
• Monitoring & Reporting : Report on services scope request volumes and non-standard escalation to management and Sales teams.
• Maintaining Records : Develop and refine service templates and assist in creating and updating standard languages and guidelines for service contracts and runbooks.
• Process & Systems Improvements : Assist in planning, designing, and implementing business systems and tools to optimize processes and procedures and to enhance efficiency, quality, and output.
• Enablement : Educate and train the Sales and Go-to-Market team on procedures and guidelines for service scope requests through daily communications, presentations, and recurring training sessions.
• Assist manager on other related functional initiatives as necessary.

Qualifications :

• Bachelor's degree or equivalent experience.
• Experience in a fast-paced enterprise environment with a focus on client management, customer service, and operations is strongly preferred.
• Experience in the Salesforce CRM platform preferred.
• Experience with legal terms and conditions and contract administration preferred.
• Great interpersonal skills; ability to communicate to different target audiences and work effectively with internal and external stakeholders.
• Proficient in typing and computer skills, including fluency with word processing, spreadsheet, database, and PowerPoint programs.
• Strong written and verbal communication skills.
• Detail-oriented and strong organizational skills.
• Ability to prioritize and manage workflows, projects, and deadlines effectively and timely.
• Demonstrate leadership by actively engaging in process, tool, and procedure improvements. Willingness to participate in and provide feedback to new initiatives.
• Proactive and driven. Ability to assist the sales process by identifying opportunities and coordinating actions between the customer and the sales team.
• A focus on execution with the ability to work independently and initiate administrative improvements; needs limited guidance from supervisor.

Additional Information

CyberArk is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

We are unable to sponsor or take over sponsorship of employment Visa at this time.

The salary range for this position is $60,000 $85,000 / year, plus commissions or discretionary bonus, which will be based on the employee’s performance.

Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.

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