Business Area: Onboarding to Resolution - Customer Data Management 

Job Purpose/Mission/Summary

The Customer Contract Management Analyst's primary objective is to ensure that the MPS Contracts are in place and stipulations are in the Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems. This process involves New Account setup in Siebel/Microsoft Dynamics and the creation of Configurable Part Numbers (CPNs) in SAP that, upon release in the Production, triggers the MPS Order to Cash process & Revenue Recognition, Allocation and Recording of respective Hardware Assets, Annuities, Consumables and Adhoc/Toner Reconciliations.

The CCM Analyst works closely with respective Onboarding to Resolution teams (Asset Management, Consumable Management, Toner Reconciliation), Geo Internal Customers (Business Operations Manager-BOM, Customer Operation Manager-COM, Customer Operation Specialist-COS, Deployment Project Coordinator), Accounting (MPS Revenue & Recognition Team) and other cross-functional teams/process experts in bridging/surfacing identified gaps in the process and communicating these to stakeholders and Country counterparts in a timely manner.

Key Roles and Responsibilities:

  • E2E Customer Setup Activities
    • Setup customer information in required Lexmark systems including but not limited to Siebel, SAP, Microsoft Dynamics, and Toner Reconciliation Admin tool.
    • Enable proactive consumables management and hardware ordering.
    • Analyze pricing details from the signed contract & Accounting File and translate it into CRM Systems.
    • Read and understand the content of the Customer Data Worksheet (CDW), CPN Request Template, and translate it into the CRM Systems (Siebel, MS Dynamics, SAP).
    • Create, modify, update, and delete customer User ID profile and its access in Lexmark Global Services (LGS) Portal.
    • Review and execute post setup validation using the available post validation tools (e.g., Macro Checker, Setup Checklist, Reports, etc.) and other reference materials.
    • Work, manage, & track requests through work management tools (e.g. Kofax Total Agility, World Wide Ticketing Tool, ServiceNow, Emails, etc.)
  • Setup Accuracy
    • Analyze the nature of request by following specific E2E setup process.
    • Conduct a preliminary review of existing setup prior to the execution of the new request.
    • Validate the setup pricing details in the system by exporting reports and comparing it with the contract.
    • Review the information in the system using the available post validation tools.
    • Seek to confirm with the requester should confusion arise from the ticket/case.
  • Exception Process and Other activities
    • Answer inquiries from different cross-functional teams and/or internal customers.
    • Investigate Customer Setup related issues such as but not limited to Service Request issue, Consumable supply, Hardware ordering, Pricing concerns, etc.
    • Provide issue resolution using different Problem-solving techniques such as RCA.
    • Liase system related issues that hinder customer setup to the Subject Matter Expert (e.g., Key User & Team Lead).
    • Channel non-setup inquiries to the designated cross-functional teams.
    • Provide response and resolution in accordance with the established Service Level Agreement.
    • Follow-up open request/tickets/items and use the team’s escalation path when necessary.
    • Participate and/or lead CCM engagement activities and initiatives.
    • Recommend and/or submit ideas for continuous improvement.

Educations, Experience and Certifications Basic Requirements:

  • Bachelor’s degree in IT, Computer Science, Engineering, Finance/Accountancy or other relevant fields
  • 3-5 Years work experience with knowledge in 2 or more areas e.g. Business analysis, Information Technology, Financial Services, Manage Print Services, and other related business.
  • Willing to work in any shift (1st, 2nd or 3rd ) as deemed appropriate.

Competence, Skills, Knowledge and Abilities:

  • Analysis & Problem-Solving
    • Demonstrates ability to resolve diverse issues/problems and understand the impact of the End-to-End setup processes to the downstream teams.
    • Possesses the ability to comprehensively analyze and interpret contract scenarios, policies, guidelines, procedure, and work instructions.
    • Possesses strong problem-solving skills to develop innovative solutions to complex issues, establish short term and long-term solutions.
    • Strong analytical skills using various problem-solving methods.
    • Provide/establish creative and innovative solutions to issues/queries from requestors regarding the End-to-end Setup and other exceptions.
    • Makes decisions in instances that affect revenue recognition (e.g. The need to order Consumable/Hardware, usage of Financial Part Number, etc.)
    • Understand the impact on the financial part numbers to the downstream teams (e.g. Accounting, Invoicing).
    • Understand the impact of the Customer Setup process to the downstream processes.
  • Computer Technology and Skills
    • Intermediate to Advance in MS Dynamics, Siebel, SAP (ECC & CRM), TREC DB, and Customer Portal.
    • Intermediate to Advance in WW Ticketing Tool, Kofax, and Service Now.
    • Basic knowledge in Reporting (SAP HANA, PowerBI, Business Intelligence)
    • Advance to Expert in Office 365 Tool (Outlook, Teams, SharePoint, OneDrive, Planner, etc.)
    • Advance to Expert in Excel, PowerPoint
  • Internal Controls - Understands the expected outcome and impact of having an internal control in place:
    • Ensure to comply with the setup processes/guidelines
    • Compliance with the policies, contracts, rules, and regulations.
    • Safeguarding customer information and company assets
    • Efficient use of resources
    • Able to accomplish objectives and goals for the operations.
  • Behavioral
    • Manifest the five Lexmark Design Behavior (i.e. proactive and empowered, Creative, Accountable, Collaborative, Customer-focused.
    • Can articulate his/her thoughts and must be open, approachable, know how to accept constructive criticism and listen, to have a two-way communication.
    • Can cascade information to the team in a clear and concise manner.
    • More flexible and adaptable to organizational change.
    • Able to exercise emotional intelligence and can maintain or shift focus in accordance to the operation’s changing priorities (e.g. change of shift schedules, support rotation, etc.).

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