Are you passionate about growing a product line? Ascom North America is looking for an energetic individual to oversee our Software Maintenance Agreement (SMA) Business. Ascom’s SMA program is the basis for our annual reoccurring revenue and provides our customers a large set of benefits. We are seeking someone to “own” the delivery of these benefits to our customers.
The SMA Business Owner will be the regional point of contact for Ascom customers and distribution partners for all things related to SMA benefits. Ascom SMA plans are purchased as part of our Unite Platform Software and provide our customers with a list of extremely valuable benefits. Key benefits include unlimited access to software for production and test environments, access to support resources, as well as licenses and labor for bi-annual solution upgrades.
The SMA Business Owner will oversee the delivery of all the SMA benefits listed above. This role will engage directly with customers and partners to start the benefit delivery process. This individual will work with Ascom Regional Sales Directors and Sales Engineers to get a scope of work prepared for all activities. Once the scope if finalized, a Project Manager will be assigned to run the SMA project.
In addition to overseeing the delivery of SMA benefits, it is critical that the individual in this role recognize opportunities for additional sales of products, labor, and other benefits.
Key Tasks and Responsibilities
- Own the Software Maintenance Agreement (SMA) Benefits Delivery Program.
- Collaborate with Sales, Contracts, and Services teams to scope and deliver benefits to our customers afforded under their SMA contract.
- Proactively communicate with Ascom customers/partners.
- Sales team engagement to ensure they are involved with customer activities.
- Engagement of Sales Engineers to scope upgrade project activities.
- Collaborate with Sales teams for budgeting of any items or labor not included in the SMA benefits plan.
- “Sell” early renewals or contract extensions to lock in additional revenue.
- Fully understand the customer’s solution and ensure our customers can easily recognize the value provided by the SMA plan.
- Work with Project Managers and Customer Success VP to manage project finances to ensure SMA profitability.
- Engage contracts team for quoting, etc.
- Minimal travel to customer locations, if needed
Requirements
Qualifications and Work Experience
- 5+ years’ of Ascom product knowledge
- Technical and Clinical understanding of Ascom’s implementation process or equivalent experience
- Service Delivery Experience
- Experience working directly with customers on project planning and implementation
Skills and Competencies
- Ability to communicate in both written and verbal form clearly and concisely.
- Ability to keep an open mind when communicating with the customer
- Strong conflict resolution skills.
- Strong IT background, including fundamental understanding of servers, networks, security, firewalls, SQL databases, etc.
- Proven ability to understand customer requirements
- Strong problem-solving skills
- Ability to recognize sales opportunities
- Customer Focused Mindset
- Understanding Ascom products and process
- Project Management minded
- Strong organization and scheduling skills
Personal Qualities
- Outgoing personality and ‘people person’
- Forward thinker
- Achievement mindset: shows a preference for action and an eagerness to take the initiative.
- Open on new challenges that disrupt current ways of working; is open-minded and thinks out-of-the-box
- Ability to balance time and energy to focus on what matters most, set priorities and deliver
- Remains positive and calm, even under pressure
