Renewal Associate (APAC Hours)

Title: Renewals Associate (APAC Hours)

Department: MIS/RRG/Business Ops

Reporting Manager: Senior Manager, Renewals and Lifecycle Management

Location: Kuala Lumpur, Malaysia

Role Type: Hybrid, Full-time

Overview of the Team 

Renewals Team plays a vital function at IPC working on bringing in a multi-million USD worth of revenue by consistently renewing maintenance contracts and subscription. The team is a specialized group of contract negotiators and administrators and works on small to complex contract renewals. The function requires you to collaborate effectively cross-departmentally and have excellent communication skills.

Role Overview:

Reporting to the Senior Manager, Renewals and Lifecycle and being a member of the Renewals Organization at IPC by daily coordinating customer maintenance and subscription agreements either arising from new sales or an existing customer. Effectively collaborate with the sales, finance and project management and other cross-functional teams to gain what is required for a timely application of a new maintenance or subscription agreement or renewal.
The role is expected to work closely with the manager, peers and the wider RRG team where required. 
As this is a small team in a growing business, the candidate must be able to be flexible and adaptable in responding to the changing needs of the business. 

Job Responsibilities:

• Coordinating and application of allocated maintenance and subscription agreements including but not limited to:
  • New customer maintenance agreements
    •  Gaining an excellent application knowledge of Salesforce contract and billing modules;
    • Coordination with Project Managers for assessing cutover reports and letter of acceptance and any other key documentation.
    • Coordination with Remedy 8 utilized for IPC install base (IB) knowledge to gain understanding about the sold IB to the customer and ability to correctly apply it to the customer record on Salesforce.
  • Renewals of maintenance agreements according to upcoming contracts report supplied by a manager and understanding of the importance of timely renewal
    • Review, analyze and prepare customer schedules and preparation for managers review and approval
    • Timeline escalation of issues and problems that arise during the preparation phase such are customer discount requests and any other non-standard requests and queries
  • Move, adds and changes (MACs) incorporation into the maintenance agreements when they arise during the renewal process
  • Prepare consumption reports and renewals for Subscription customers in Salesforce
• Manage and maintain IPC’s contract management register (Salesforce), including all customer agreements to ensure all key terms are readily accessible and understanding how all agreements are captured centrally.
• Timely preparation of all maintenance agreements schedule and close coordination with the IPC finance departments, ability to timely answer queries or escalate to the manager where appropriate.
• Work closely with the project management department to successfully on-board new customer contracts or any additional new projects required to be applied to the current customer base.
• Proactively handle incoming queries from the business on contract issues, contract performance and compliance with the manager’s support. 
• Proactively handle issues with allocated customers with any identified end of life software sales items and the ability to involve the right personnel within IPC to propose the right solution for resolution.
• Continuous review of Open Maintenance and Upcoming Contracts Renewal reports and providing timely analysis upon managers request
• Taking initiative and responsibility in arising projects that are directly impacting the Renewals organization and allocated directly by the manager.
• Effective and consistent communication with manager.
• Takes responsibility for their own continuing professional development.

Job Requirements:

• Excellent communications skills, able to use appropriate skills and knowledge to facilitate positive business outcomes and maintain positive relations with customers and/or IPC partners;
• Legal training is advantageous (for-example a law degree or equivalent legal qualification) to enable good understanding and application of legal principles where required or a good knowledge of contract law gained out of experience;
• In house experience across commercial agreements – ideal with software maintenance related focus, preferably in the technology or telecommunications industries;
• Good business judgement understands commercial pressures and implications.
• Strong organization and time management skills; able to juggle multiple demands and priorities successfully.
• High level of attention to detail is essential for this role.
• Excellent written and oral communication skills, in particular able to communicate appropriately with immediate-reporting line key stakeholders within the RRG team structure and be able to facilitate good understanding by all parties;
• Able to write clear, concise and understandable communications internally and externally to customers; 
• Computer literate with advanced Microsoft Word, Excel, PowerPoint and Email skills; 
• Adaptable and able to work flexibly in the context of a medium sized growing business; 
• Approachable and a team-player, works very well with others to share knowledge and workload appropriately.

What’s in It for You?

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees. 

In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:

•    Health Insurance Plan 
•    Group Term Life Insurance Plan 
•    Flexible PTO plus Public Holidays  
•    Additional Time off for Charity Work and Volunteering  
•    Global Tuition Reimbursement  
•    Global Certification Bonus Program 
•    Access to our E-Learning Platform – IPC University & LinkedIn Learning 
•    Structured Onboarding Program and Peer Mentor Support 
•    Enhanced Parental Leave  
•    Global Wellness Program 
•    Employee Referral Program

Further information about your benefits will be provided during your onboarding process.

Additional Information:

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs. 

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

You can explore more about our culture, offerings and commitment on www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/. 

IPC’s Work Culture:

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today. 

Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness. 

We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.