Services Manager - Customer Contract Management
Core
Lead the Customer Account Analyst (CAA) organization and oversee operational processes for the creation, administration, fulfillment, and governance of service agreements across Canada.
Role type
Senior IC manager (service contract operations)
Builds
Service agreements, billing accuracy, entitlement management, and workflow governance
Domain
B2B Services / Contract Administration / Billing
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership, contract lifecycle management, billing oversight, process improvement, stakeholder management, system ownership, change management, data analysis, project management
Preferred skills
CRM and quoting platform expertise, cross-functional initiative leadership, automation implementation, regulatory compliance knowledge
Technologies
Apttus, SMAX, CRM systems, quoting platforms
Responsibilities
Lead, coach, and develop a team of Customer Account Analysts; Own operational governance of the service contract lifecycle including setup, maintenance, and renewals; Provide oversight of billing activities to ensure accurate invoicing; Serve as the Canadian business owner for service contract management technologies; Drive standardization and continuous improvement of contract administration processes; Maintain ownership of work instructions and lead internal audits.
Seniority
Senior, hands-on IC
