Software Migration Coordinator

Fixed term contract  - Atlanta

 

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

Position Summary

The Software Migration Coordinator is responsible for the update process to new releases available. New release updates include contacting the customers about the new release availability and tracking each step in Salesforce; validated the customer’s eligibility to receive new release based on contract status; coordinating with the technical team the installation, as well as to inform account managers of status as well as possible business opportunities.

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. 

Internal teams:

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

 

External:

• Customers : support and advise

EDUCATION AND/OR EXPERIENCE:

• College degree preferred
• Fluent in English and Spanish (French a plus)
• At least 1 year of customer service experience
• General Microsoft Windows experience
• Knowledgeable with Microsoft Office products (Word, Excel, and Outlook)

POSITION QUALIFICATIONS:

This position requires a motivated self-starter with strong communication skills (English and Spanish) and strong customer service skills.

• Ability to navigate a computer and input data into a data entry program.
• Excellent verbal and written skills in English and Spanish or French
• Familiarity with Salesforce and SAP or similar CRM system
• Excellent listening, organizational, analytical, and problem solving skills
• Strong team player with an ability to w