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Service Contracts & Renewal Specialist at Carousel Industries, Inc

Posted in Information Technology 30+ days ago.

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Location: Exeter, Rhode Island

Job Description:

Carousel Industries, Inc

Carousel Industries is an Equal Opportunity Employer: Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

ID 2020-2816
Job Location US-RI-Exeter
# of Openings 1
Posted Date 2020-05-20

Company Overview

Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors-like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example-Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization. Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider-including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,400 employees based in 27 offices-with three Network Operating Centers nationwide.

We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the "go to person" or the "subject matter expert" in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they'll tell you it's the brilliant people with whom they collaborate and the opportunities for personal and professional growth.

In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it's assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at, Facebook, Twitter, and LinkedIn.


Position Summary:

The Service Contract & Renewal Specialist is primarily responsible for Providing pre-sales and renewal support, such as asset verification, pricing, and contract generation for Avaya service offerings. The role serves as a liaison between Sales, Engineering, Administration and Carousel customers to deliver Carousel's Customer Success Obsessed approach.

Essential Duties and 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 Sales Force 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 for status for each opportunity and enter notes where appropriate so all parties involved know current 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 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 and/or Design Engineer, 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.

Non-Essential Duties and Responsibilities:

  • Assist with miscellaneous projects as needed (i.e. 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.


  • Bachelor's Degree or equivalent combination of education and work experience.

  • Previous work experience in a communications or business environment for a minimum one year.

  • 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, and Outlook.

  • Ability to manage multiple projects with competing priorities and deadlines.

  • Excellent troubleshooting skills and technology savvy with strong PC knowledge.

  • Knowledge of Cisco services required