Global Upgrades Manager

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The Global Upgrades Manager oversees operational support for Sales and Service teams by managing the quotation process for hardware and software support agreements.

Job Description Summary:

The Global Upgrades Manager is responsible for overseeing operational support for Sales and Service teams by managing the end‑to‑end quotation process for hardware and software support agreements. This role ensures accuracy, efficiency, and alignment across global upgrade quoting activities while driving continuous process improvement and strengthening cross‑functional collaboration.

 

Job Description:

This role requires an individual capable of evaluating, designing, executing, measuring, and continuously improving all business processes related to Software Support Agreement and Hardware and Software Product Upgrade quoting. The Manager plays a key role in implementing new processes and enhancing existing ones by driving harmonization and standardization of end‑to‑end workflows. Success in this position depends on effective cross‑functional collaboration with multiple departments to strengthen process management and operational efficiency.

 

The Global Upgrades Manager also leads a diverse, global team of eight employees, ensuring alignment, productivity, and professional development across regions.

 

• Coordinates cross‑functional workflows by effectively communicating task status and aligning activities across Sales, Service, Site Solutions, Contract Administration, Licensing, Marketing, and Commercialization.

• Supports upgrade eligibility assessments and field‑driven sales opportunities by providing guidance and expertise as needed.

• Advises leadership on contractual rights and obligations, offering clear interpretation of terms, conditions, and compliance requirements.

• Leads, develops, and evaluates a global team of eight, ensuring strong performance, operational efficiency, and continuous professional growth.

• Executes core managerial responsibilities, including implementing company policies and programs, fostering employee productivity, managing resources, maintaining strong business and technical acumen, and remaining current with internal operations and external market trends.

• Performs additional duties and special projects as required to support organizational goals.

 

 

Technical & Functional Skills:

 

• Contract & Compliance Knowledge: Strong understanding of contractual terms, conditions, rights, and obligations related to upgrades and support agreements.

• Business & Technical Acumen: Ability to understand technical product details while maintaining a strong connection to business strategy and customer impact.

• Quoting Expertise: Familiarity with software and hardware upgrade quoting processes.

• Managerial skills: Strong leadership and influencing skills in cross-functional settings. Excellent collaboration, communication, and stakeholder management skills.

• Other Desired Skills and Knowledge:  Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint. Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired.

Professional Attributes:

• Highly organized with strong attention to detail

• Comfortable managing multiple priorities in a fast‑paced environment

• Strong initiative, ownership, and follow‑through

• Collaborative, adaptable, and committed to continuous learning

• Analytical thinker with the ability to translate data into actionable insights.

Qualifications Education & Experience:

• Education and Experience: Bachelor’s degree in business or 3-5 years in management experience.

• Financial Experienc