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.

Internal & External Relations:

Works extensively with external clients and internal teams.