NWN Carousel

Role Description The Service Contract & Renewal Specialist is primarily responsible for providing pre-sales and renewal support, such as asset verification, pricing, and contract generation for Third Party service offerings. The role serves as a liaison between Sales, Engineering, Administration, and Carousel customers to deliver Carousel’s Customer Success Obsessed approach. - Actively manages medium and large customer renewals from identification to renewal decision to ensure that renewals flow smoothly through the process and that renewal decisions are reached by targeted dates. - Manages Sales Force Opportunity queue to ensure SLAs and quality metrics are consistently met. - Ensures proper processing practices are upheld including proper pricing, costs, and margin for all product lines for opportunities. - Stays up to date with correct stage listed for status for each opportunity and enters notes where appropriate so all parties involved know current status. - Processes signed contracts and purchase orders when obtained. - Closes opportunities confirming all pricing is accurate and all applicable documents are in the deal summary. - Conducts complex account, contract, and record keeping analysis to present correct and concise asset lists for upcoming maintenance renewals. - Obtains maintenance pricing that follows NWN and partner negotiated discounts. - Engages directly with manufacturers to obtain competitive pricing when applicable. - Generates pre-sales and renewal contracts for maintenance and/or service offers. - Drives the consolidated contract/invoice request process (customer driven) getting all teams together to provide their piece in a timely manner. - Escalates issues when necessary. - Ensures on-time closure of maintenance agreements. - Serves as the maintenance subject matter expert assisting both internal and external customers with account and contract research and analysis. - Achieves sales objectives, productivity requirements, and other key performance indicators as determined by sales management. Qualifications - Bachelor's degree or equivalent combination of education and work experience. Required - Previous work experience in a communications or business environment for a minimum of one year. Required - Excellent verbal and written communication skills. - Strong organizational and time management skills. - The ability to work independently and under pressure. - Strong working knowledge of Microsoft Office Suite, especially Excel, Word, and Outlook. - Ability to manage multiple projects with competing priorities and deadlines. - Excellent troubleshooting skills and technology savvy with strong PC knowledge. - Knowledge of Cisco services required. Benefits - Comprehensive benefits package including medical, dental, and vision plans. - Health Savings Account (HSA) and Flexible Spending Accounts (FSAs). - Income protection through disability and life insurance. - 401(k) with company match. - Unlimited PTO and paid company holidays. - Hybrid/remote work options. - Paid bonding leave for eligible employees. - Employee discounts and access to Employee Assistance Program (EAP). - Additional offerings including accident, critical illness, long-term care, and hospital indemnity coverages. - Legal and identity theft protection, pet insurance, supplemental life insurances. - Referral bonuses and charitable donation matching. - Allowances for eligible roles.

Role Description The role is responsible for oversight of the Renewals team and is responsible for the life cycle process of third-party renewals. - Lead, coach, and mentor a team of Renewal Specialists to meet renewal, retention, and forecast accuracy targets. - Establish clear performance goals and conduct regular one-on-one meetings and formal performance reviews. - Ensure consistent execution of renewal best practices, OEM policies, and quality standards by documenting, standardizing, and maintaining OEM renewal procedures, workflows, and playbooks. - Proactively identify renewal risks and at-risk renewals, partnering with Sales, Channel Management, internal stakeholders, and partners to develop and execute retention strategies. - Maintain a strong working knowledge of the OEM renewal and order lifecycle to ensure accuracy, compliance, and on-time execution. - Ensure renewal quotes are complete and accurate, validating that all required data, including (but not limited to) entitlements, dates, SKUs, pricing, and margin details are captured prior to submission. - Collaborate with Renewal Specialists, Account Executives, Business Operations, Finance, management, and other teams as necessary. - Operate within OEM, vendor, and distributor (Disti) tools and systems to support renewals and pricing accuracy. - Ensure Renewal Specialists are trained and informed regarding OEM pricing changes, channel requirements, and process updates. - Identify and drive continuous improvements to the renewal, automation, and system efficiency to enhance scalability, accuracy, and overall customer experience. Qualifications - Demonstrated leadership and coaching skills. - 2 plus years of leadership experience. - 2 plus years of experience in contract renewals or vendor relations experience. - Strong attention to detail and organizational skills. - Knowledge of vendor partner programs and processes. - Proficiency with Salesforce, NetSuite, Power BI, Excel, Word, Outlook, MS Teams, and PowerPoint. - Excellent verbal and written communication skills. - Strong problem-solving and dispute resolution abilities. - Ability to travel to customer and employee sites as needed. - MS Office knowledge (Preferred). - Manufacture certifications as required. Requirements - Remote: Job duties are performed from the employee’s home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies. - Requires Travel - 1 or 2 times per year. Benefits - Comprehensive medical, dental, and vision plans. - Health Savings Account (HSA) and Flexible Spending Accounts (FSAs). - Income protection through disability and life insurance. - 401(k) with company match. - Unlimited PTO and paid company holidays. - Hybrid/remote work options. - Paid bonding leave for eligible employees. - Employee discounts and access to our Employee Assistance Program (EAP). - Additional offerings including accident, critical illness, long-term care, and hospital indemnity coverages. - Legal and identity theft protection, pet insurance, supplemental life insurances. - Referral bonuses and charitable donation matching. - Allowances for eligible roles.

Company Overview NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai. Responsibilities The Service Enablement Engineer Lead plays a key role in driving the operational readiness and technical enablement of managed service teams. This role bridges the gap between service delivery, professional services engineering, and customer success by ensuring managed services teams are equipped with the tools, knowledge, processes, and documentation needed to deliver high-quality services at scale - Define, document, and execute onboarding procedures for services and systems, ensuring operational readiness, observability standards, and completion of all prerequisite tasks. - Ensure accurate integration with monitoring platforms, CMDB requirements, and SKU-to-service alignment by collaborating with product, operations, engineering, and billing teams. - Create, maintain, and standardize technical documentation, runbooks, onboarding workflows, and operating procedures to ensure consistency across managed services. - Maintain audit trails for onboarding and enablement activities, enforce procedural compliance, and ensure data integrity across internal systems and client-facing platforms. - Implement and manage secure remote access solutions, ensuring provisioning, de-provisioning, and access controls comply with security and regulatory requirements. - Identify and automate repetitive processes using scripting or orchestration tools and integrate automation into onboarding and operational workflows to improve scalability. - Manage and prioritize service enablement requests through ITSM systems, ensuring visibility, SLA adherence, and timely resolution. - Partner with engineering, operations, customer success, security, and product teams to resolve implementation challenges and drive continuous process improvement. - Support the development and launch of new service offerings by contributing to enablement playbooks, service build guides, and internal knowledge transfer. - Make independent decisions on complex technical issues, establish enablement standards, and provide subject-matter expertise across multiple technology domains. - Mentor and coach Service Enablement Engineers, Technicians, and Specialists through training, technical guidance, and best-practice reinforcement. - Apply a customer-focused mindset by understanding SLAs/SLOs and ensuring enablement decisions support service quality, reliability, and customer experience. Qualifications - H.S. Diploma or General Education Degree (GED) Required - Bachelor’s Degree in Arts/Sciences (BA/BS) Advanced degree in Engineering or similar field Preferred - Technical Expertise: Solid understanding of cloud platforms (AWS, Azure, GCP), networking, security, and monitoring tools (e.g., OpsRamp, Zenoss, Nectar). - ITIL Knowledge: Familiarity with service management frameworks like ITIL. - Experience with Microsoft Office – intermediate to advanced - Demonstrated expertise in multiple technology disciplines or advanced certifications (e.g., CCNP, MCSE, ITIL, etc.). - Thrive in an environment of multiple shifting priorities. - Must be detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision, managing deadlines, and completing tasks on time. - Gains insight from big pictures to enhance tactical steps - Able to present point of view to gain buy in and drive change. - Exposure to enterprise environments or MSP (Managed Service Provider) setting - Customer-Focused Mindset: Understanding of SLAs, SLOs, and the impact of technical decisions on customer satisfaction/experience. - Collaboration: Experience working in cross-functional teams (engineering, operations, customer success). - Automation Experience: Scripting or automation (Python, PowerShell, or Ansible) to improve service delivery efficiency. - Assist in enforcing Security compliance for tooling and procedures. - Proven leadership, mentoring, and project management experience. - Exceptional communication, organizational, and analytical skills - Strong ability to work independently and lead teams in high-pressure situations - ITIL Foundations v3 ITIL Foundation Certification - Certification in Project Management Remote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies. Requires Travel - Yes Requires Overtime - Yes At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees! All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees. NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Role Description The Solution Architect will provide sales support and project engineering services by assisting with client needs analysis, system design, proposal generation, system drawing creation, developing scope of work and maintaining strategic relationships with NWN Partners. - Responsible for actively driving and managing the technology evaluation stage of the sales process, working in conjunction with the sales team as the key technical advisor. - Acting as lead Sales Engineer during the presales process through solution implementation. - Providing support to the Sales Team in requirement identification, solution design, and customer presentation for the Audio Visual Project Opportunities. - Attending onsite customer meetings multiple times a week with local sales reps. - Providing discovery (on-site/remote) support to capture environmental details. - Architecting cost-effective, reliable, supportable audio visual designs based on the client’s needs analysis and NWN’s best practices. - Developing detailed Scope of Works for Audio Visual Projects. - Creating and modifying documentation, Scopes of Works (SOW), line drawings (DRW), Bill of Materials (BOM), and Site Survey (SSRV) as required. - Responsible for articulating technology and product positioning to both business and technical users. - Identifying all technical issues of assigned accounts to assure complete customer satisfaction through all stages of the sales process. - Demonstrating continued technical education through vendor and/or industry certification achievement. - Delivering technology training to Sales and customers as requested. Qualifications - Bachelor’s degree in computer science or related field strongly preferred, an equivalent combination of education and relevant work experience required. - 2-4 years of experience in a technical leadership role on small to medium size projects in the areas of integration or support services. - 5 or more years of experience in the Professional Audio-Visual design and Expertise in Immersive Solutions. - Programming (AMX, Crestron-Extron) Experience. - Experience in Cisco, Zoom and Microsoft Team Room design. - 3+ years of experience in Sales/Solution Engineer experience in Audio Video with the last few years. - Experience with AutoCAD and/or Visio. - Experience in provisioning QSC, BiAMP, and/or Shure Audio Processors. - Knowledge of IP Communications, Networking, Security, End User Computing, Virtualization and Data Center Industry and Solutions. - Working knowledge of integrated and non-integrated Video Collaboration systems. - Experience and/or strong working knowledge of multiple videoconferencing platforms. - Ability to embrace direction and vision and work effectively within that scope. - Involvement in Industry Councils, User Groups, as appropriate. - Experience with structured project management methodologies. - Experience working with solution design, job costing and quality planning. - Experience developing/writing technical sales documents. - Experience working in a project/team environment. - Must possess excellent time management skills. - Must possess excellent client/customer interface skills. - Must possess working knowledge of Visio. - Ability to develop/deliver management presentations. - Experience with Microsoft Windows based platform (including Microsoft Word and Excel). - Able to architect and design detailed configurations for complex Communications Systems. - Able to assess and monitor a complex network to ensure service is provided as designed. - Strong attention to details, highly organized, and self-motivated. - Excellent verbal and written communication skills are required. - Vendor specific certifications in Audio Visual Industry (i.e. AVIXA CTS, CTS-I, or CTS-D, Crestron, Extron, BIAMP, Shure, QSC). - Video conferencing and/or Immersive solution certifications. Requirements - Requires Travel - Yes. Benefits - Comprehensive benefits package including medical, dental, and vision plans. - Health Savings Account (HSA) and Flexible Spending Accounts (FSAs). - Income protection through disability and life insurance. - 401(k) with company match. - Unlimited PTO and paid company holidays. - Hybrid/remote work options. - Paid bonding leave for eligible employees. - Employee discounts and access to Employee Assistance Program (EAP). - Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages. - Legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Solution Architect will provide sales support and project engineering services by assisting with client needs analysis, system design, proposal generation, system drawing creation, developing scope of work and maintaining strategic relationships with NWN Partners. - Responsible for actively driving and managing the technology evaluation stage of the sales process, working in conjunction with the sales team as the key technical advisor. - Acting as lead Sales Engineer during the presales process through solution implementation. - Providing support to the Sales Team in requirement identification, solution design, and customer presentation for the Audio Visual Project Opportunities. - Attending onsite customer meetings multiple times a week with local sales reps. - Providing discovery (on-site/remote) support to capture environmental details. - Architecting cost-effective, reliable, supportable audio visual designs based on the client’s needs analysis and NWN’s best practices. - Developing detailed Scope of Works for Audio Visual Projects. - Creating and modifying documentation, Scopes of Works (SOW), line drawings (DRW), Bill of Materials (BOM), and Site Survey (SSRV) as required. - Responsible for articulating technology and product positioning to both business and technical users. - Identifying all technical issues of assigned accounts to assure complete customer satisfaction through all stages of the sales process. - Demonstrating continued technical education through vendor and/or industry certification achievement. - Delivering technology training to Sales and customers as requested. Qualifications - Bachelor’s degree in computer science or related field strongly preferred, an equivalent combination of education and relevant work experience required. - 2-4 years of experience in a technical leadership role on small to medium size projects in the areas of integration or support services. - 5 or more years of experience in the Professional Audio-Visual design and Expertise in Immersive Solutions. - Programming (AMX, Crestron-Extron) Experience. - Experience in Cisco, Zoom and Microsoft Team Room design. - 3+ years of experience in Sales/Solution Engineer experience in Audio Video with the last few years. - Experience with AutoCAD and/or Visio. - Experience in provisioning QSC, BiAMP, and/or Shure Audio Processors. - Knowledge of IP Communications, Networking, Security, End User Computing, Virtualization and Data Center Industry and Solutions. - Working knowledge of integrated and non-integrated Video Collaboration systems. - Experience and/or strong working knowledge of multiple videoconferencing platforms. - Ability to embrace direction and vision and work effectively within that scope. - Involvement in Industry Councils, User Groups, as appropriate. - Experience with structured project management methodologies. - Experience working with solution design, job costing and quality planning. - Experience developing/writing technical sales documents. - Experience working in a project/team environment. - Must possess excellent time management skills. - Must possess excellent client/customer interface skills. - Must possess working knowledge of Visio. - Ability to develop/deliver management presentations. - Experience with Microsoft Windows based platform (including Microsoft Word and Excel). - Able to architect and design detailed configurations for complex Communications Systems. - Able to assess and monitor a complex network to ensure service is provided as designed. - Strong attention to details, highly organized, and self-motivated. - Excellent verbal and written communication skills are required. - Vendor specific certifications in Audio Visual Industry (i.e. AVIXA CTS, CTS-I, or CTS-D, Crestron, Extron, BIAMP, Shure, QSC). - Video conferencing and/or Immersive solution certifications. Requirements - Remote: Job duties are performed from the employee’s home or another approved remote location. - Requires Travel - Yes. Benefits - Comprehensive benefits package including medical, dental, and vision plans. - Health Savings Account (HSA) and Flexible Spending Accounts (FSAs). - Income protection through disability and life insurance. - 401(k) with company match. - Unlimited PTO and paid company holidays. - Hybrid/remote work options. - Paid bonding leave for eligible employees. - Employee discounts and access to Employee Assistance Program (EAP). - Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages. - Legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles.