Description
We are seeking a Contract Specialist to join our team in Tokyo, Japan. As a Contract Specialist, you will provide outstanding Quote-to-Cash support and guidance to Account Teams within our Commercial and Enterprise customer market segments across Japan, Korea, and Taiwan.
Responsibilities:
- Respond to process and policy questions and effectively communicate requirements to Account Executives.
- Assist the Sales Team in quoting and deal structuring for transactions across Japan, Korea, and Taiwan markets.
- Assist AEs in addressing customer satisfaction inquiries related to contracts, invoices, and product issues through internal negotiations and feedback.
- Perform calculations as required, related to contract value, contract replacement, order replacement, utilization true-up, and overage scenarios.
- Partner with internal Pricing, Revenue Recognition, and Legal teams on contract issues, and provide guidance during contract negotiations to ensure proper revenue recognition and operational feasibility.
- Analyze information, identify key factors, and assess potential impacts related to exception approvals.
- Manage queue-based cases within Omnichannel and redirect cases to appropriate teams as necessary.
- Share best practices with team members to enhance the quality and efficiency of business processes and maintain the knowledge base.
- Support training of new team members.
- Ensure compliance with all company policies as well as SOX (Sarbanes-Oxley) compliance.
- Ensure all approval requests are properly documented in accordance with Sales Operations processes, escalated to the appropriate approval level, and resolved within SLA.
- Actively participate in User Acceptance Testing as well as other ad hoc projects.
Requirements:
- 3+ years of sales/customer support experience, sales operations, or customer order management, ideally within the IT industry.
- Hands-on experience with Quote-to-Cash processes, including contract structuring, deal calculations, and commission calculation.
- Fluency in both Japanese and English, with strong written and verbal communication skills in both languages.
Nice to Have:
- Excellent interpersonal skills , articulate, willing to debate difficult issues constructively, and able to think quickly.
- Extremely detail-oriented with the ability to clearly articulate case resolutions and actions required by Account Executives.
- Ability to analyze problems quickly and drive toward optimal outcomes independently.
- Demonstrated participation in process improvement initiatives and/or project management experience.
- Proficient in the Microsoft Office suite; Salesforce CRM experience is a plus.
- Prior experience supporting multi-market or cross-regional operations (Korea or Taiwan markets a plus).
- Korean language skills (spoken and/or written).
Benefits:
- Competitive salary
- Comprehensive benefits package
- Opportunities for career growth and development