Team Lead, Microsoft Contract Management

2 months ago

Toronto, Canada Softchoice Full time

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

**The impact you will have**:
As the **Team Lead, Microsoft Contracts Management** you will focus on operational excellence and high value relationships to ensure that customer contracts are managed and executed with the highest degree of speed, accuracy, and completeness. You will also have the additional responsibilities of training, coaching, and mentoring new hires, supporting the business needs and team members to meet individual and company objectives. As part of a team, you’ll support customers by providing Microsoft contracts expertise in a fast paced, collaborative environment. To be effective in this role, the Microsoft Contract Management Team Lead will build and cultivate strong relationships and act collaboratively with our peers, customer, sales, and Microsoft.

**What you'll do**:

- All current Microsoft Contracts Management Associate responsibilities including:

- Ensure licensing contracts or requests are completed in a timely and accurate manner
- Ensure all relevant data is properly inputted and contracts are submitted accurately to the vendor.
- Conduct efficient reviews of contractual documentation, to ensure customer compliance of contractual and licensing obligations
- Work interdepartmentally to research contractual issues, communicate findings and respond to business inquiries (internal and external)
- Prioritize and manage a high volume of requests
- Provide a high level of customer service through the timely and accurate processing and administration of incoming correspondence
- Take ownership of issues and problems, and drive to resolution
- Act a liaison with our internal teams and external Microsoft Partner representatives
- Resourceful and able to recognize when to escalate to ensure customer is taken care of promptly
- Complete all applicable training and certification courses, both internal and Microsoft related
- Participate in functional cross-training
- Participate in collaboration sessions and round-table discussions on licensing contract management and customer experience improvements
- First point of contact for customer, team, or peer escalations
- Manage team workload including monitoring, assigning, and re-assigning of requests to ensure SLAs are met
- Provide ongoing ad hoc tactical coaching, education, and training to the Contracts Management Associates when required.
- Contribute to the documentation of training materials with the senior associate
- Contribute to the ongoing training of new hires along with the senior associate.
- Management of the Selquest inbox along with peers
- Management of operations readiness training
- Schedule and communicate month end/quarter end coverage
- Run engaging weekly team huddles
- Assist in identifying risks, suggest and implement improvements to current department processes.
- Work on and/or lead various projects as needed relating to department processes and initiatives, and customer related projects.

**What you'll bring to the table**:

- Track record of strong problem-solving skills with ability to both identify problems and recommend / implement solutions.
- An ability to work in a cross-functional environment with all levels of management
- Strong interpersonal, organizational and communication skills with internal and external stakeholders.
- Self-driven with excellent time management skills and ability to prioritize work from multiple streams
- Action oriented and results driven with a high degree of customer focus.
- Displays composure and self-awareness in a fast-paced and high-pressure work environment.
- Creative, out-of-the-box thinker, with high change agility and strong conceptual and problem-solving skills
- Prior coaching, leading or mentoring experience an asset.

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

**Why people love working here**:

- We offer hybrid and remote working opportunities.
- Comprehensive benefits from day one of employment.
- We offer me

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