SW Technical Project Coordinator

Responsibilities :

JOB PURPOSE/MISSION/SUMMARY:

The Software Operations team works hand in hand with the mission of Professional Services (PS) which is to qualify, design, quote, sell and implement software solutions into our Customers’ environments. The role of the Technical Project Coordinator (SW TPC) is to manage all aspects of the solutions project delivery including, but not limited to, requirements gathering during Pre-Sales, project documentation, pricing, purchasing, scheduling, implementation, invoicing, and issue resolution.

The SW TPC will interact with the Solution Architects, Business Consultants and Technical Specialists from Professional Services, other Lexmark teams, specific suppliers and/or end customers to facilitate speed up and add value to Software sales in four specific areas: Presales engagement, Solutions Pricing, Project Delivery Management and Invoicing.

Works closely with the ISS Solutions Delivery Team to ensure accuracy and validity of all contracts, projects, and opportunities, taking into utmost consideration the customers’ satisfaction in their over-all Lexmark experience by providing accurate and supported billing documentations and acting as liaison with other ISS teams to raise other customer requirements.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:

Presales

• Gather requirements from Sales (Account managers, BDM), PS Business Consultants and end customers to simplify the administration in D365 in Account, Opportunity and Projects level.
• Inputs in D365, Experlogix, Anaplan, SAP, MDM, the business case needs and structure for Sales (MPS, Traditional direct/indirect/Channel) with accurate information and data.
• Analyze data in the systems (SAP, D365, MDM, Experlogix) to facilitate, speed up the Sales Cycle and prevent errors in workflows, by taking action as:

• Communicate with SA (Solutions Architect) team to ensure technical validation is performed when required.
• Coordinates to other Professional Services teams (and escalate if required) discrepancies in data to prevent blockers in Project delivery.
• Reach-out to end customers for setting correct expectations about the completion of the transaction.
• Ensure accuracy of the data and reports in D365 for solution type proposed, number of devices and years of SMSA (Software Maintenance & Support Agreement), prices included in proposal, order status, invoice status, contract’s value

Solutions Pricing

• SW TPC is responsible for the profitability of the Software quotes for PS in all types of deals
• Creates software solutions and services quotes
• 1st Level Approver for Quotes in Experlogix, SW TPC supports the PS Sales team and Account Managers in their requests for specific target price in the discussion with pricing to explain what the global business case (hidden cost, expected revenue  ...)
• Approver in Expelogix quotes for Software when special discount does not require approval from Pricing Team.
• For Opportunities including Third party software SW TPC owns the relationship with the supplier and end customers and is responsible for the accuracy of the costs (standard and bid procurement costs) and sales prices that will be transmitted to pricing team (In SAP/D365/Experlogix/MPS pricing file).

Project Delivery Management

• SW TPC is the purchaser for Software using Ariba, and any other parts required from external suppliers to support the PS team's activity in the field to perform Software Installations successfully in time for both Enterprise and MPS Customers. SW TPC has the responsibility to look for discounted rates if possible, during Project Implementation stage.
• Follow up with the PS teams, 3rd party vendors and end customers to ensure that everything will be delivered on time before the implementation starts.
• SW TPC has the responsibility to request and follow-up for invoices based on countries' inputs during Presales.
• Submit contract requests and ensure the end customers are well-aware of ending SMSA contracts and requirements for invoice automation.
• SW TPC is a key player in Continuous Improvement of PS process: measured in time reduction on delivery, reduce direct costs and value added to Software Sales.

Invoicing

• SW TPC liaises with the business and the back-office teams and will work with Invoicing teams to rework invoices when end customers disagree with the Support Cash Collection team’s request for payment on unpaid invoices.
• At the end of the month, SW TPC will set priorities with Contracts and invoicing teams to ensure revenue committed outlook is attained.

SMSA RENEWAL

• Helps finalize and set up a new renewal process where all SMSA renewals are vetted through a single point-of-contact.
• Coordinates with the Contracts team to provide the Accounts with expiring SMSA in an Excel file and review renewal line items that are due to expire.
• Researches and analyzes each line item per contract per customer for accuracy in all the data provided (expiration date, quantity, unit price, net amount, etc.). Researching involves going back to the original purchase contract by coordinating with other Technical Project Coordinators, Account Managers, and navigating through the D365 system and previous legacy systems.
• Makes a sound decision and presents coterminous options for each contract and the related SMSA line items.
• Actively monitors and maintains the shared Excel file (World Wide SMSA Renewal file) and makes the necessary changes and updates based on the research. Current data will serve as a reference for the following year’s renewal process and will validate it for additional orders with the data provided by the Contracts team monthly.
• Pushes the renewal of renewable line items by setting up the Opportunity and Experlogix quote in D365.
• Sends out new quotes to customers via email for renewable line items and requests for a customer purchase order.
• Completes the opportunity and works with the Contracts team for the new SAP contract for SMSA as well as the Invoicing team to issue the renewal invoice.
• Communicates with the customer for the new SMSA end date and shares the invoice for the renewal if necessary.
• Creates and manages a monthly report to be delivered to the ISS Solutions Development Management Team reflecting the status of each line item, including but not limited to contracts invoiced/paid, rejected work in progress, etc.
• Gives assistance to the Account Receivable Team in collecting payment on outstanding SMSA invoices.

NEW and ADD-ON ORDER OPPORTUNITY FINALIZATION

• Handles all pricing finalization steps for the PS teams once a deal has been closed.
• Creates the Opportunity in D365 by attaching all necessary documentation and inputting the standard price to ensure a timely invoicing process.
• Coordinates with the Contracts Team in selecting the correct Sold To, Bill To, Ship To and other pertinent data needed in the invoicing process
• Creates the Production Project in D365 once the Opportunity is completed and finalized inclusing completing the billing milestones and revenue recognition milestones for labor.
• Creates the necessary license files in Flexera to ensure timely delivery of licenses to customers.

CUSTOMER SATISFACTION

• Acts as the customer’s point of contact in Lexmark to help customers raise concerns related to their service/training billings and other related matters.
• Liaise with appropriate ISS teams to help the faster resolution of customers billing concerns.
• Works closely with the Credit and Collection team to help clean and clear customers' receivable ledgers to the extent of helping resolve the issues and potential issues of customers.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

• KNOWLEDGE BASE FOR ACCURACY AND EFFECTIVENESS

• Knowledge of the organizational structure of the Sales & Marketing teams and the Solutions Development Team of the geo being supported.
• Knowledge of the organizational structure of each of the various ISS dedicated teams.
• Knowledge of the ISS Software business model and its offerings.
• Knowledge of current systems and previous legacy systems.
• Knowledge of issue escalation process.

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

• Education: A Bachelor in Science degree in Accounting, Business or any Business related courses

• Experience: Must have knowledge on D365, Experlogix, SAP, Flexera

• Licenses & Certifications: no minimum requirement

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