SLA Contracts Manager

SLA Contracts Manager

Harmonic is the worldwide leader in virtualized broadband solutions. We revolutionized broadband networking via the industry’s first virtualized broadband solution, enabling cable operators to more flexibly deploy gigabit internet service to consumers’ homes and mobile devices. Learn more at www.harmonicinc.com.

Role Description

We are seeking for an SLA Contracts Manager to join our team to be based in Mexico. The person will be responsible for supporting the regional sales team in the achievement of bookings and revenue target in the sales of Service Level Agreements (SLAs) primarily in the Americas region. The candidate will demonstrate strong commercial skills performing research, development, presentation and negotiation in the sale of Support Agreements with End Customers and Channel Partners. The role also involves management and analysis of installed base data, interface with Finance and Accounting for booking and revenue, supporting regional account managers on new and renewal opportunities and responding to customer inquiries related to Harmonic SLA offerings.

What You Will Be Doing

• Prepare SLA quotes and associated contracts for renewal opportunities.
• Lead or assist Sales in the submission or negotiation of SLA contracts and pricing with customers (direct and indirect).
• Ensure contract compliance with contract terms, Harmonic policies and SOX rules.
• Maximize contracts renewal rate and meet quoting metrics.
• Support Order Management and Finance & Accounting in the booking of purchase orders.
• Assist in the confirmation of contract terms and support entitlements, review and approve requests for exception.
• Perform financial analysis on SLA pricing, margin, renewal rate and other KPI’s associated with the sale of SLAs.
• Monitor support fulfillment KPI’s such as support response time commitments, NPS, etc. to pre-emptively address potential issues related to SLA fulfillment.
• Prepare periodic KPI reports for Sales and business leadership.
• Perform data validation in corporate systems, including installed base accuracy.

What You Should Have

Travel Requirements

As required (≤10%) within the region or internationally.

Diversity, Equality, and Inclusion at Harmonic

At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.

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