Administrative Coordinator

DUTIES AND 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.

Works extensively with external clients and internal teams.

• Level 1 support teams and local field technicians in US, CA and MX
• Professional Service Team
• Account managers
• Customers : support and advise