Responsibilities
- Conducts pre-contract data collection (e.g., Request for Proposal) and administration of contracts
- Creates spreadsheets for financial calculations relating to contract valuation
- Responsible for reviewing, drafting, and negotiating/redlining agreements (e.g., customer SLA agreements, amendments, etc.)
- Provides direct customer negotiation on significant revenue generating opportunities for ICE products and services
- Works with Sales, Service Organizations, and Business Operations teams to structure new contracts as well as ensuring adherence to terms in existing agreements
- Works with Legal teams to create and maintain contract templates for a variety of Business segments
- Reviews contractual documents to ensure adherence to company practice and conformance to master agreements
- Responds to inquiries regarding contractual obligations and revisions
- Reviews agreements thoroughly to ensure contractual obligations are met and all required exhibits, attachments, etc. are attached
- Exercises good judgement while processing agreements, understanding, and executing escalation procedures wisely
- Develops a detailed understanding of the Sales pipeline organization workflow and client database systems
- Facilitates development of relationships with customers, maintain relationships for long-term contracts, and mediate performance and scorecard disputes
- Manages agreement workload and actively follows up on outstanding items
- Provides support to resources pertaining to sales pipeline or operational areas and contract processing methodologies
- Provides an overview of SLA terms to account owners
- Provides timely, updated information to facilitate continued process improvement
- Takes responsibility for Service Level report administration, maintenance and development of new functionality
- Creates and distributes customer-facing service level agreement (SLA) reporting to ensure adherence to operational contractual commitments
- Coordinates remediation credits for any contractual SLA missed during a reporting cycle
- Creates procedures to ensure overall quality of service
- Maintains tracking of agreements with detailed notes
- Works cross-functionally to assess product performance for current and future SLA consideration
- Performs other duties as assigned
Knowledge and Experience
- Bachelor’s degree or the equivalent combination of 6 years of education, training, or work experience
- Strong proficiency in computer systems and programs such as Microsoft Office Suite (Outlook, Excel, PowerPoint, Visio and Word), Adobe Acrobat Pro, ServiceNow and Salesforce platforms
- Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
- Strong understanding of ICE business strategy and how products or initiatives contribute to ICE goals
- Knowledge of ICE products and services and how they interact with each other
- Ability to translate technical language into client facing contractual terms and conditions
- Excellent problem solving, team, and time management skills
- Ability to manage multiple deadlines for self and others
- Knowledge of contract relationship structures and processing methodology
- A basic knowledge of pricing strategies with an emphasis on value-based concepts
- High attention to detail, accuracy, and confidentiality required
- Ability to analyze and solve problems using learned techniques and tools
- Ability to understand and apply learned concepts
- Ability to utilize judgement in decision making process and decisions related to job tasks
- Strong organization skills and ability to handle multiple tasks and meet deadlines
- Good understanding of financial concepts, tools and systems required for processing agreements
