Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 200 professional experts across the globe, we service some of the worlds' most successful Fortune 500 and Fortune 1000 companies.

Key Responsibilities

• Actively manages medium and large customer renewals from identification to renewal decision to ensure that renewals flow smoothly through the process and that renewal decisions are reached by targeted dates.
• Manages SalesForce (SF) Opportunity queue to ensure SLAs and quality metrics are consistently met. Ensures proper processing practices are upheld including proper pricing, costs, and margin for all product lines for opportunities. Stays up to date with correct stage listed in SF for status for each opportunity and enter notes where appropriate so all parties involved know the status. Process signed contracts and purchase orders when obtained. Close opportunities confirming all pricing is accurate and all applicable documents are in the deal summary.
• Conduct complex account, contract and record keeping analysis to present correct and concise asset lists for upcoming maintenance renewals. This entails working closely with Sales, Customer, Overlay, and Design Engineer to verify asset accuracy.
• Obtain maintenance pricing that follows Carousel and partner negotiated discounts.
• Engage directly with manufacturers to obtain competitive pricing/special bids when applicable
• Generates pre-sales and renewal contracts for maintenance and/or service offers. This entails obtaining customer contact info and key information, creating a Statement of Work based on input from the Account Executive (AE) and/or Design Architect, and updating contract with pricing and terms. Provide support to the AE for any customer required changes and/or updates.
• Quarterback the consolidated contract/invoice request process (customer driven) getting all teams together to provide their piece in a timely manner. Escalate issues when necessary.
• Attend customer calls as requested.
• Ensure on time closure of maintenance agreements.
• Assist collections in resolution of customer invoicing questions and disputes.
• Work with Accounting department to request and process credit requests
• Serve as the maintenance subject matter expert assisting both internal and external customers with account and contract research and analysis.
• Achieve sales objectives, productivity requirements, and other key performance indicators as determined by sales management.

Additional responsibilities for this role include, but are not limited to

• Assist with miscellaneous projects as needed (eg. customer spreadsheets, contract related project research and analysis, updating and organizing files, etc.).
• Performing a variety of administrative tasks as need to support the department.
• Perform other duties as assigned.
• Participate in team training sessions and complies with existing process documentation

Role Qualifications & Requirements

• Bachelor's Degree or equivalent combination of education and work experience.
• Previous work experience in a communications or business environment for a minimum three years.
• Quick learner with excellent comprehension skills.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• The ability to work independently and under pressure. Stay focused and organized from start to project end.
• Strong working knowledge of Microsoft Office Suite, especially Excel, Word, Outlook, and CRM tools
• Ability to manage multiple projects with competing priorities and deadlines.
• Excellent troubleshooting skills and technology savvy with strong PC knowledge.
• Working knowledge of Avaya services required (A1SR tool)

Benefits at Anovia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities
• Remote work opportunities
• Focus on work/life balance
• Immigration Program supporting immigration to Canada for eligible employees

We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Anovia is an equal opportunity employer.