POSITION SUMMARY

This role oversees the end‑to‑end process for deploying new software releases. Responsibilities include notifying customers of release availability, tracking all update activities in Salesforce, verifying customer eligibility based on contract status, coordinating installation with the technical team, and keeping account managers informed of progress and potential business opportunities.

DUTIES & RESPONSIBILITIES:

• Coordinate with SW Call Center Manager and Marketing team new release roll outs
• Create follow-up email template to inform customer about new release / new functionality and necessary Hardware Requirements
• Proactively follow up with evolution contract customers about new releases available
• Inform account manager of customers update interest and about the training needs that come with the new release as applies
• Track the entire update process per customer in Salesforce
• Verify customers installed base if correct and associated contract status
• Define which new Software packaged the previous Software packages migrate to; request licenses necessary for the update through Oracle, cut the licenses and assure that installed base is up to date
• Update hardware keys if needed; Ship Key, licenses and software
• Dispatch customer updates to proper technical team member for the installation
• Monitor customers update process
• Once update is completed, communicate to Account Manager to follow up on training needs
• Monitor and report on monthly bases update process per application, per country (US, CN and MX).
• Coordinate new software sales installations
• Assure all maintenance licenses and reporting licenses for cutters are shared with the customer in a timely manner and tracked in sales force
• Monitor on a weekly bases all expiring licenses and assure the customers will have the needed valid licenses in place
• Other administrative customer service duties as assigned
• Collaborates with internal groups: Level 1 support teams, field technicians across the US, Canada, and Mexico, professional services, and account managers
• Collaborates with external partners to provide support and guidance

Profile description:

POSITION QUALIFICATIONS:

This position requires a motivated self-starter with strong communication skills (English and Spanish) and strong customer service skills.

• Ability to navigate a computer and input data into a data entry program.
• Excellent verbal and written skills in English and Spanish or French
• Familiarity with Salesforce and SAP or similar CRM system
• Excellent listening, organizational, analytical, and problem solving skills
• Strong team player with an ability to work effectively across departments and functions
• Capacity to learn quickly and adapt to changing priorities
• Positive demeanor in dealing with internal and external customers in fast-paced and sometimes stress-filled interactions
• Possess excellent communication skills, both written and verbal
• Excellent attention to detail
• The position is based in Atlanta, GA. No travel required
• Standard work days: Monday – Friday, 8:30 am – 5:30 pm

EDUCATION AND/OR EXPERIENCE:

• College degree preferred
• Fluent in English and Spanish (French a plus)
• At least 1 year of customer service experience
• General Microsoft Windows experience
• Knowledgeable with Microsoft Office products (Word, Excel, and Outlook)