Position Summary: 
The Manager should understand all service aspects (both business and operations) and have a natural flair for customer support. Applicants should have good experience in contract management, Proposition, Communication, Solution documentation, Pricing, Process, Sales tools / collaterals etc. Responsibilities would include managing end to end coordination for global deals to ensure effective support to global teams in the interest of First Advantage India.

Essential Duties and Responsibilities:

• New Services Agreement (Support to Business Development)
  • Review of agreements and coordination with internal stakeholders (Legal, Business Development, Information Security, Operations etc.) for approval of terms of the new Services Agreement as applicable
  • Documentation of all approvals including exception approvals if any (as per Approval Matrix) and coordinates sign off of new Services Agreement by the Authorized Signatory
• Renewal of Services Agreement (Support to Account Management / existing customers)
  • Identification of the existing Services Agreement due for renewal and review the terms to identify amendment required if any at the time of renewal (including revision of pricing / commercial terms)
  • Coordination with customer / Account Manager for negotiation of renewal terms
  • Coordination with internal stakeholders (Legal, Information Security, Operations etc.) for approval of terms as applicable
  • Documentation of all approvals including exception approvals if any (as per Approval Matrix) and coordinates sign off of new Services Agreement by the Authorized Signatory
  • Ensure tracking and timely closure of extension / renewal of service contracts
• Amendment / Addendum / Changes to the Existing Services Agreement
  • Review of existing Services Agreement to identify amendment required (including revision of pricing / commercial terms)
  • Coordination with the customer / Account Manager for negotiation of terms if required
  • Coordination with internal stakeholders (Legal, Information Security, Operations etc.) for approval of terms as applicable
  • Documentation of all approvals including exception approvals if any (as per Approval Matrix) and coordinates sign off of Renewal / Extension Agreement by Authorized Signatory
  • Communication to internal stakeholders (Customer Operations, Billing / Finance etc.) for implementation                         
• Customer Support:
  • Become one-point contact for customers and internal teams for all queries with regard to terms of customer contracts.
  • Liaise with internal teams for implementation of terms of Services Agreement, approvals required/obtained etc.
  • Manage timely response of queries from regional / corporate office
• Pre-sales: (Bid management, RFP / RFIs, Vendor Empanelment Processes):
  • Assist the Sr. Manager in review, coordination to ensure timely completion/submission of RFPs / RFIs
  • Coordination to ensure timely completion of vendor empanelment formalities from clients in coordination
  • Coordinates with internal stakeholders (Legal, Finance, IT, Information Security, HR, Operations etc.)
• Record Maintenance:
  • Storage of Services Agreements / Contracts and related documents for all customers on the server
  • Update of the Master Database to reflect the changes (e.g. validity, pricing, scope etc.) 
  • Maintain the information repository for RFP / RFI etc
  • Generates MIS for internal review of activities (e.g. Price Revisions, Renewals Pending etc.)
• Other:
  • Team management and mentoring & coaching the team members
  • Ensuring continuous adherence to existing guidelines on various aspects of delivery, response to internal clients, mail etiquettes.
  • Ensuring adherence to people related policies/ procedures, maintaining integrity, discipline and confidentiality.
  • Ensure 100% compliance to company policies and guidelines