Supervisor, Contract Administration
JOB SUMMARY & SCOPE
This supervisory role is responsible for overseeing the end-to-end management of customer maintenance and service agreements while leading a team of Contract Administrators. This role provides strategic and operational support, with a strong focus on high-priority and complex customer accounts.Reporting to the Director Service Contracts & Solutions, this Contract Administration Supervisor plays a critical role in driving consistency, accuracy, and scalability across contract processes. The ideal candidate is a confident people leader, a strong communicator, and a detail-oriented problem solver who thrives in a fast-paced, entrepreneurial, and mission-driven environment.
KEY ACCOUNTABILITIES
Leadership & Team Management
Lead, coach, and develop a team of Contract Administrators, including hiring, training, onboarding, performance feedback, and expectation setting
Foster a collaborative, customer-centric culture focused on accountability, quality, and continuous improvement
Identify skill or process gaps and recommend solutions to improve team effectiveness
Contract & Customer Management
Oversee the administration of new and existing maintenance and managed services agreements as well as an understanding of the service agreement renewal process
Ensure accurate documentation and tracking of agreements, serial numbers, renewals, and pricing
Partner with Sales and Vendors to support contract agreement renewals, quotes, and customer communications
Serve as an escalation point for complex or high-priority customer inquiries
Must understand service contract lifecycle management and deferred revenue
Customer Support & Problem Resolution
Ensure timely, professional responses to customer inquiries including repair status, RMAs, technical support coordination, and contract agreement status
Act as a problem solver by identifying issues, recommending options, and driving resolution
Build strong, trusted relationships with customers by understanding their business needs
Process, Systems & Compliance
Develop and maintain scalable systems and processes to manage service contract lifecycles
Monitor OEM and manufacturer portals for renewals and contract agreement updates
Reconcile customer serial number inventories against agreement coverage; investigate and resolve discrepancies
Support pricing administration for renewals and ensure consistency with approved pricing models
Assist with Managed Services contract administration, collaborating with accounting to ensure accurate revenue recognition
Cross-Functional Collaboration
Partner closely with Sales, Sales Operations Support, Technical Teams, and Accounting
Stay informed on product offerings and changes through collaboration with Sales and Technical teams
Provide insights and recommendations to improve customer experience and operational efficiency
EDUCATION + EXPERIENCE + KEY TRAITS
Bachelor’s degree preferred; equivalent experience in sales or maintenance/service contract support considered
3+ years of experience in customer support, service contract agreement administration, or sales operations
Proven experience leading or mentoring others
Strong proficiency in Microsoft Office, especially Excel
Experience with NetSuite, SFDC, OEM repair portals and distributor contract systems preferred
Excellent written and verbal communication skills with strong attention to detail
TYPICAL PERFORMANCE TARGETS
SERVICE DELIVERY: Consistent, high-quality execution of contract and customer support processes
COST TO SERVE: Continuous improvement in efficiency and scalability
INNOVATION: Measurable improvements in quality, accuracy, or cost through process enhancements
LANGUAGE SKILLS
Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
Read and interpret documents, procedure manuals and various correspondence from both internal and external.
Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.
SUPERVISION
This role includes direct supervision of Contract Administrators
DECISION MAKING + REASONING
Demonstrates sound judgment and accountability for business outcomes
Comfortable making decisions in a fast-paced environment with competing priorities
WORKING RELATIONSHIPS
Contract Administrators
Sales Operations Support Lead
Sales Operations Support Specialists
Sales & Accounting teams
PHYSICAL REQUIREMENTS
Activity
Amount of Time
None
Under 1/3
1/3 to 2/3
Over 2/3
Stand
X
Walk
X
Sit
X
Use hands to finger, handle, or feel
X
Reach with hands and arms
X
Climb or balance
X
Stoop, kneel, crouch, or crawl
X
Talk or hear
X
Lift Up to 25lbs
X
Apply Now
Apply Now
This supervisory role is responsible for overseeing the end-to-end management of customer maintenance and service agreements while leading a team of Contract Administrators. This role provides strategic and operational support, with a strong focus on high-priority and complex customer accounts.Reporting to the Director Service Contracts & Solutions, this Contract Administration Supervisor plays a critical role in driving consistency, accuracy, and scalability across contract processes. The ideal candidate is a confident people leader, a strong communicator, and a detail-oriented problem solver who thrives in a fast-paced, entrepreneurial, and mission-driven environment.
KEY ACCOUNTABILITIES
Leadership & Team Management
Lead, coach, and develop a team of Contract Administrators, including hiring, training, onboarding, performance feedback, and expectation setting
Foster a collaborative, customer-centric culture focused on accountability, quality, and continuous improvement
Identify skill or process gaps and recommend solutions to improve team effectiveness
Contract & Customer Management
Oversee the administration of new and existing maintenance and managed services agreements as well as an understanding of the service agreement renewal process
Ensure accurate documentation and tracking of agreements, serial numbers, renewals, and pricing
Partner with Sales and Vendors to support contract agreement renewals, quotes, and customer communications
Serve as an escalation point for complex or high-priority customer inquiries
Must understand service contract lifecycle management and deferred revenue
Customer Support & Problem Resolution
Ensure timely, professional responses to customer inquiries including repair status, RMAs, technical support coordination, and contract agreement status
Act as a problem solver by identifying issues, recommending options, and driving resolution
Build strong, trusted relationships with customers by understanding their business needs
Process, Systems & Compliance
Develop and maintain scalable systems and processes to manage service contract lifecycles
Monitor OEM and manufacturer portals for renewals and contract agreement updates
Reconcile customer serial number inventories against agreement coverage; investigate and resolve discrepancies
Support pricing administration for renewals and ensure consistency with approved pricing models
Assist with Managed Services contract administration, collaborating with accounting to ensure accurate revenue recognition
Cross-Functional Collaboration
Partner closely with Sales, Sales Operations Support, Technical Teams, and Accounting
Stay informed on product offerings and changes through collaboration with Sales and Technical teams
Provide insights and recommendations to improve customer experience and operational efficiency
EDUCATION + EXPERIENCE + KEY TRAITS
Bachelor’s degree preferred; equivalent experience in sales or maintenance/service contract support considered
3+ years of experience in customer support, service contract agreement administration, or sales operations
Proven experience leading or mentoring others
Strong proficiency in Microsoft Office, especially Excel
Experience with NetSuite, SFDC, OEM repair portals and distributor contract systems preferred
Excellent written and verbal communication skills with strong attention to detail
TYPICAL PERFORMANCE TARGETS
SERVICE DELIVERY: Consistent, high-quality execution of contract and customer support processes
COST TO SERVE: Continuous improvement in efficiency and scalability
INNOVATION: Measurable improvements in quality, accuracy, or cost through process enhancements
LANGUAGE SKILLS
Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
Read and interpret documents, procedure manuals and various correspondence from both internal and external.
Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.
SUPERVISION
This role includes direct supervision of Contract Administrators
DECISION MAKING + REASONING
Demonstrates sound judgment and accountability for business outcomes
Comfortable making decisions in a fast-paced environment with competing priorities
WORKING RELATIONSHIPS
Contract Administrators
Sales Operations Support Lead
Sales Operations Support Specialists
Sales & Accounting teams
PHYSICAL REQUIREMENTS
Activity
Amount of Time
None
Under 1/3
1/3 to 2/3
Over 2/3
Stand
X
Walk
X
Sit
X
Use hands to finger, handle, or feel
X
Reach with hands and arms
X
Climb or balance
X
Stoop, kneel, crouch, or crawl
X
Talk or hear
X
Lift Up to 25lbs
X
Apply Now
Apply Now