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Supervisor, International Services Contract Renewals


Lowell - Massachusetts - USA


Professional Services and Consulting

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This position is responsible for supervising the daily operations of the International Support Contracts Renewal team creating a team-oriented environment. Partner with Sales, Field Operations, KGS and Credit & Collections in an effort to provide world class customer support. Ensuring all contract renewals/invoicing are accurate, within company policy and generated on time for monthly revenue recognition and invoicing schedule. Partner with the International Manager Core Renewals to ensure the Contracts Administration team is properly trained and educated on all existing/new policies & procedures, product information, systems, etc. in order to perform their responsibilities, accurately, efficiently and in a timely manner.

Principal Responsibilities:
•Recommend and assist in the implementation of goals and objectives and then hold the team and team members accountable for accomplishing them,
•Create an environment that gives team members and teams responsibility/authority to achieve goals.
•Assist in the monthly forecasting process
•Assist in implementing pre- approved policies and procedures pertaining to support renewals internationally
•Oversee the processing of all customer support contracts to maximize revenues
•All Maintenance contracts are processed accurately, efficiently and in a timely manner for monthly revenue recognition and invoicing schedule.
– Contract transactions include: Core Renewals, Service Only, Reinstatements and Rebills.
– Contracts are in compliance to the terms and conditions set forth in the customer agreement, appropriate approvals are obtained prior to the contract being processed and contract meets standard revenue recognition guidelines
– Contract termination/credit requests in a timely manner
– Data integrity maintained at customer/contract level
•Review and approve assigned Renewal contracts at set dollar value
•Assist with managing customer escalations and processes, working directly with our customers (external& internal) and cross-functionally (Sales, Pro-Services, etc.) on resolution ensuring all issues are addressed and resolved in a timely manner
•Work closely with other departments involving the processing of Maintenance contracts (i.e. Legal, Credit & Collections, Sales Operations, Commissions, Revenue team, etc.)
•When required, to be available and be ready to assist different geography regions during early or late hours
•Assist as needed with system changes and various projects within or outside the Support Contracts area


•Previous supervisor role
•Five+ years business/customer service experience within a hi-tech environment.
•Working knowledge of maintenance contracts a plus and/or Experience working with service organizations.
•International experience preferred
•Computer software skills preferred: Oracle and Microsoft Office
•Effective oral and written communication skills are essential.
•Outstanding interpersonal skills
•Very detail oriented
•Excellent problem solving and decision making skills
•Ability to exercise initiative and sound judgment in a variety of situations

•Business degree in Business Administration or Accounting required.


Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. 

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.